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5 Steps in Handling Customer Complaints

A guest post by Jessica Francisco

Every business exists for their customers.

Because it is the customers who create the demand for a business’ service or product, they are considered to be the most valuable asset of a company. However, all companies will always be subject to the Complaining Customer, who is mostly the cause of a faulty service or low quality product.

Most of the time, if these encounters are not handled appropriately, loss of customers could result. This is bad. Fewer customers would logically lead to less income. You could say that this is not a desirable situation for every existing company.

Handling customer complaints is an essential aspect of running a business. Business owners should realize that positive outcome of complaints. They should realize that these complaints should give the business a renewed idea on how to serve their customers better.

Customer complaints are valuable because through it you can gather the feedback of your customers. This article will feature 5 steps in handling complaining customers. Learning these steps will increase the chances of retaining or even having a better relationship with complaining customers.

5 steps to handle customer complaints:

1. Hear to what they have to say

Complaining customers want to be heard. They want to express their frustration, so allow them. Listen first to what they have to say and let them say it. Always give room for them to burst, just listen. Their sentiments are valuable; this is where you’ll get the feedback about your services or products.

2. Apologize and Empathize

Frustrated customers want to hear your apology. Especially, if it’s the fault of your personnel or a flaw to company’s procedures, they deserve your sorry. So, say it, apologize and try to put your feet in their shoes. Empathize, tell them that you understand what they feel and you’re deeply sorry about it.

3. Offer a solution

Customers who experienced bad service or received a lemon product deserve to be well compensated. Offer a solution for the problem. It should be attainable and feasible. Promise only what you can deliver. You can also give him/her possible options of your proposed solution. Lastly, be fair always.

4. Implement the solution

Angry womanMake sure the promised solution to the customer is met. You don’t want to frustrate a customer the 2nd time, so be sure to deliver what you say you will deliver. You can also monitor the status of the solution and update your customer about it from time to time. This will make your customer feel that they are valued and they will appreciate it. Always deliver the solution with a smile, be merry.

5. Befriend your customer

Don’t stop communicating. Create a customers’ profile where you can send them emails, text messages or newsletters for your current promotions. Updating them with your new products and services will help you build a brand for your company. Communicate with them fervently. Maintain a relationship with you customer by greeting them on their birthdays, on holidays and other important dates.

Complaining customers, even if most of the time they are irate, are assets to businesses. Handling them appropriately with a smile and a toned down voice will prevent you from losing them and even turn them from frustrated to loyal customers.

Through them, you get feedback as to what they are experiencing with regards to your products or services. Knowing these will help you improve the quality of the products you deliver or the services that you offer. Always remember that your business’ existence is reliant to your customers, without them there is no business.

Author bio:

Jessica Francisco is a cheerful 25-year-old with an odd sense of fun. The least of her broad range of hobbies include swimming, hiking and listening to the music of Michael Jackson. Jessica is also one of the editors of Luke C. Roxas.

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  1. This is true that without have a proper client management policy it is impossible for anyone to run a company successfully. And if the company is based on B2C level, then it is mandatory to maintain client management effectively.

  2. Very informative article. Thanks for sharing! 🙂

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