Customer Service Helper

The Two Step Approach to Deal With Customer Complaints

There is absolutely no way you can please everyone even with the best service, product or solution your company is offering to the consumers. The reality is, customers will definitely complain. This is due to the innate greed within every human being on earth to always expect more. The next time before you react negatively to the situation when you receive a complaint from someone with regards to your company’s products and services, take a deep breath, lie back and think! Customer complaints should be viewed as an opportunity to gain insight for continual improvement towards the goal of ensuring customer loyalty.

So how do you go about converting a complaining customer into your loyal customer? Here is a two step approach to deal with customer complaints:

The first step is to focus on paying attention to your irate customers. Listen to what they are saying. This is the best way to make your angry customers feel good about themselves by allowing them to vent their frustrations. In addition, it also shows that you care about them and you are sincere in assisting them to solve their situation.

The second step is to offer a solution if you cannot solve the problem immediately. Try offering your customers a number of options such as product replacement, refund or discount coupons if any depending on the situation. Your customers will know that you are trying even if the situation is tough to be fixed.

When a physical product is involved, offer to replace the product at no charge. However, in the event where the replacement is not available, suggest an alternative replacement instead even if this may result in some losses; at least you get to keep your customer. If a customer is disappointed with your product or service, a refund may be the solution to appease him or her even though it will mean a loss in revenue. If discount coupons are only what you can offer to your customers to redeem on their next purchase, be sure to do it! This will not only ensure that they return to you, it also minimises financial loss.

However if all solutions fail, do at least offer an apology. In fact, it is always a good practise to be offering your apology at the beginning before you address the situation. It lets your customers know that you are empathising with their situation by addressing to their emotions first.

These two steps may sound simple, but it can be pretty tough to do when you have emotional customers. The only way to service excellence is to keep practising and be objective, do not allow yourself to fall into the emotional trap with your customers.

Ben is an entrepreneur and also a operations manager in a corporate training company. He has extensive knowledge in the areas of finance and corporate training. He has also started his own online business dealing in multiple areas of trading in the year 2008. In addition, he takes time off to self-improve continuously in order to keep abreast of the latest developments in the economy where knowing where the market leads, is crucial for the survival of every business.

To find out more on the topics he shares, please visit The blog of Ben Ang at http://www.benakm.com. To find out more on the training programmes, please visit Matthew James International at http://www.mji.com.sg.