Strategically Dealing with Customer Complaints

Efficiency of a business lies in doing the right thing the right way at the right time and the crux of the concept revolves around the customer- the central aspect of an entire commercial process. Customer is definitely the core ingredient in a successful business recipe, who must be dealt with utmost care and patience at all times. Customers can be really difficult at times and can put your patience to test but maintaining an adequate level of courtesy at all times when dealing with customer complaints can really carve an extremely positive image for your business. A customer complaint is one of the best ways to judge how fruitful working with a certain organization will be.

When one is complaining about a business entity to its very owner or the company personnel, it is an obvious challenge for them to deal with often unreasonable and aggressive complaints with patience, offering a decent resolve to the issue. But dealing successfully with a complaint and not losing your calm proves the notion that when a business can put up a reasonable front in a difficult situation, it is quite likely to be supportive to its customers, serving them well in good times as well. A problem-solving approach of a company is sure to enhance the trust factor of the current as well as potential customers big time. Following measures should be adopted while handling customer complaints:

    Persevered Patience- While attending to a dissatisfied client, one must have the nerve to listen calmly to the entire narrative without getting agitated. This pouring out of their hearts can contribute well to fade away their anger to an extent.

    Balanced Response- When offering a solution to the customer’s complaint, it is not advisable to be either passive or aggressive; your approach should be more understanding, promising an earnest endeavor in the least to resolve the issue.

   Smart Call Transfer- Already a victim in their minds, customers do not appreciate to being transferred to umpteen executives repetitively and it is like refueling their ignited demeanor. Offering a positive explanation can help such as referring to the call transfer as ‘directing to the concerned authority for a faster redressal’.

    Supportive Questioning- Asking questions relevant to the situation of the client as opposed to the ones which may further add to their misery can be helpful.

    Time is Money- Time is extremely precious and there is nothing like a quick reply, even if it may be just an assurance on the ongoing progress of the solution, which will be offered shortly.

    Offering Due Compensation- If the issue is not manageable and can be resolved either very slowly or never, apologetically giving out discount coupons or consolatory freebies can be a nice idea to appease the fuming customers.

All these steps may not exactly be the real answer an individual is seeking or an employee is bent on offering but they are sure to achieve a change in state of mind of the gloomy, discontented customers and thus, help in establishing a momentary peace and buying more time. In the last, a business who believes in his customers and takes cues on improvement by their complaints is the ultimate winner.

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