Handling Customer Complaints

Studies show that the vast majority of unsatisfied customers will never come right out and tell you they're unsatisfied. So when a customer complains, don't think of it as a nuisance--think of it as a golden opportunity to change that customer's mind and retain his or her business--it's better they complain than leave quietly, later telling everyone they know not to do business with you. So when you receive complaints, here's how to handle them for positive results:

• Let customers vent their feelings.
  
• Never argue with a customer.
  
• Never tell a customer, "You don't have a problem."
  
• Share your point of view as politely as you can.
  
• Take responsibility for the problem.
  
• Immediately take action to remedy the situation.

Excerpted from Grow Your Business