No matter what type of business you run, there will come a time when one of your customers has a complaint. In order to maintain positive customer relations, you must know how to deal with customer complaints. The following form is a survey for employees to rate their employer as to how it deals with customer complaints. Also included are some tips on how to maintain good customer relations.
Rate Your Company - Dealing with Customer Complaints
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FAQ
1Answer What's in it for me? The prospect is always asking this question.2Explain the cost-benefit ratio.3Acknowledge that buying is an emotional process.4Justify your price.5Preempt price.6Keep your composure.7Know that price-selling alone makes you vulnerable.
1 - Listen to the complaint. Thank the customer for bringing the matter to your attention. 2 - Record details of the complaint. 3 - Get all the facts. 4 - Discuss options for fixing the problem. 5 - Act quickly. 6 - Keep your promises. 7 - Follow up.
Listen and understand. Always listen to your customers. Apologize. Don't be afraid to apologize for a mistake. Find a solution. When your customer has a legitimate complaint, you need to find the root cause and solve it. Follow up with the customer. Exceed Expectations.
Listen. The customer is concerned and they want to express it. Empathise. Put yourself in the customer's shoes. Thank the customer for the opportunity. Solve the problem. Deliver on your promise. Follow up.
Listen carefully to the person who is angry. Let your customer vent for a few minutes if necessary. Show empathy for your customer's concerns. Thank your customer for complaining. Sincerely apologize even if you are not the cause of the problem. Get the facts. Offer a solution.
If a customer complains about the price, perhaps you have failed to deliver value. You could respond by saying, I'm confused, the price has always been the same and you haven't had any objections previously. Have we failed to deliver value in your eyes? Ask it openly, without any defensiveness.
Stay calm. Listen well. Acknowledge the problem. Get the facts. Offer a solution.
