It’s never nice to receive customer complaints, but if you can handle them in the right way, they can be very useful to you. Complaints can contain valuable feedback to help you improve your business if you listen to them. If you handle a complaint well, it can even end up improving your relationship with the customer, encouraging them to come back to you. Here’s how to properly handle customer complaints and stay ahead of the competition.
Staying calm can be difficult to do. This is especially true if your business is still small and you’re handling the complaints yourself. Try to stay calm and not take the complaint personally.
A complaint isn’t a personal attack.
If you can stay calm, then a complaint can be very useful feedback. Listen to the complaint, and use it to improve your business. For example, if the complaint is about you being hard to get in touch with, take a look at how many people are on hand to answer the phones, or find out how to add live chat to wordpress website so you can respond to common questions.
If you lose your cool, you’re only going to make the situation worse.
No matter how trivial the complaint sounds, it matters to your customer, so make sure you listen and show that you’re listening. Don’t dismiss the complaint as trivial. Your customer wants to feel as though you’re taking them seriously. Don’t assume you know what the customer wants or needs. Hear them out, and pay attention to what they’re saying. Let them talk. Sometimes just time to vent can be enough to calm them down.
Sometimes the best way to diffuse anger is to be kind and patient. Tell your customer that you appreciate them taking the time to reach out to you with their concerns. Tell them you want to understand how they’re feeling. If your customer feels as though you actually care, then you’re already on your way to finding the solution.
Acknowledge The Issue
After you have heard the complaint, repeat it back to them. This shows that you have listened and understood what they’re telling you.
Acknowledging and repeating the problem doesn’t mean that you agree with it, but it does show that you’re listening, respect what they’re saying, and are taking it seriously.
Apologize And Thank Them
Often when people complain, all they want is someone to say they’re sorry. Sometimes the best thing you can do is swallow your pride and say you’re sorry for their bad experience with your company. Apologizing doesn’t mean you agree or are accepting blame.
Thank the customer for reaching out to you with their complaint. This shows you’re taking it seriously and suggests that you’re going to use what you have been told to work on fixing the issue and improve the business. Apologizing and thanking them shows that you have understood them, and want to work to resolve their problem.