The issue is, we have seen this problem before with other customers. We have experiences with our products, services and solutions that can fix the issue we are hearing about, so we start immediately asking questions or offering solutions.
But, to build an emotional connection with the customer, we need to take the time and effort to tell him or her that we heard their problem! First, be genuine. You are letting your customer know you heard them, what they said is important, and you are about to ask questions about what they said. Take the time to understand the issue from their perspective. Regardless of the words you choose, be genuine. When a customer presents you with a problem, you have been given an opportunity to build a bond with the customer.
Slow down, listen and acknowledge their concerns! You can start it at any time and change it as your business evolves. Stay in touch with your customers to learn how their lives are improving because of your product or service.
Use your social media channels, blog, or an internal bulletin board at your office or storefront to share their success stories. At Jottful, we often do that in the portfolio section of our website, as you can see in this example. It turns out that remembering details about your customers is still one of the most important ways to acknowledge them. Take a lesson from Danny Meyer who owns many successful restaurants in New York.
Danny knew there was something special in this. There are many ways to do this, but the following steps best help to defuse the situation—and possibly even turn the tables in your favor:. Remember that it's not personal. Handling customer complaints requires complete detachment from any personal feelings you have about the criticism or the customer's negative emotions.
Their grievance isn't with you, so distance yourself from the complaint. Listen to what the customer says. Listen without interrupting and ask for more details when the customer finishes explaining why they are upset. Acknowledge what the customer says and feels. It's helpful to repeat what the customer says so they know you're listening and taking their complaint seriously.
Telling the customer that you understand they're frustrated with the situation lets them know you plan to fix the problem. Understand what the customer wants. Carefully interpret whether the customer wants to get out of a contract, get a refund, receive a replacement, or some other resolution. Offer a solution. If you run a hotel and a guest complains that management was rude and the ongoing construction too noisy, you may want to give the guest a coupon for a free night's stay so that the guest feels heard and is willing to give your hotel another try.
Coupons, discounts, replacements, and refunds go a long way toward customer satisfaction. Apologize to the customer. If you provided less-than-stellar goods or service, apologize—sometimes that's all the consumer wants. Other times, the consumer wants both a refund and an apology, but don't underestimate the power of an apology alone. Your customer service may get rave reviews if you acknowledge that mistakes were made but you sought to rectify them.
Send a follow-up letter. You can send a letter or make a phone call a few days later—or even the following day—to ensure that the customer approves of the resolution.
Your letter can include an acknowledgement of the customer's complaint. Let the customer know you're looking into the problem and are being proactive to avoid the same situation in the future.
Consumer complaints can actually improve your brand and customer loyalty by requiring you to reexamine your products and customer service. When viewed this way, complaints can serve as useful business lessons that can help you improve your business, protect your brand, and improve your reputation. Contents 4 min read. Ronna L. DeLoe is a freelance writer and a published author who has written hundreds of legal articles. She does family … Read more. Business Management. Customer complaints are par for the course in business.
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