Handling Customer Complaints
With a little finesse, you’ll be able to achieve a positive outcome.
Studies show that the vast majority of unsatisfied customerswill never come right out and tell you they’re unsatisfied. Sowhen a customer complains, don’t think of it as anuisance–think of it as a golden opportunity to change thatcustomer’s mind and retain his or her business–it’s betterthey complain than leave quietly, later telling everyone they knownot 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 aproblem.”
- 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
Studies show that the vast majority of unsatisfied customerswill never come right out and tell you they’re unsatisfied. Sowhen a customer complains, don’t think of it as anuisance–think of it as a golden opportunity to change thatcustomer’s mind and retain his or her business–it’s betterthey complain than leave quietly, later telling everyone they knownot 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 aproblem.”
- 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
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