If you are affiliated with a business whether you are an owner or employee, at some point you will deal with a upset customer. The goal is the handle the situation in a way that provides a viable solution and promotes great service within the company. In a surprising study, research suggests that most customers won’t even bother to complain and instead will take their business elsewhere. Great customer satisfaction is not enough. Businesses need to delight their clients in order to earn loyalty.
Regardless of the type of business you work in, customer complaints are a given. There are various ways to address the issues and turn clients into promoters through great reviews and word of mouth.
White Shark Media, a leading Digital Marketing Agency that provides online marketing solutions for small to medium-sized businesses has made an example out of how a company can take complaints and improve their service based on them. In a blog contained on their website, White Shark Media states that while they have had many compliments, they also receive a fair share of complaints. Some key points were shared in what the company believed were the biggest issues customers reported including lack of communication, incorporation of various services, and the inability to understand some of the business concepts.
White Shark Media went above and beyond to individually address each problem that customers reported and devise a strategy that could resolve the issue in the present as well as the future. This is a concept that should be applied to all businesses in order to gain a higher level of customer satisfaction and for retention of clients. Some other tips to deal with customer complaints in the workforce include listening carefully to what customers say and allow them to finish, asking questions to get as much information as possible and clarify concerns, putting yourself in the customer’s shoes, and apologizing to the customer without blaming to diffuse the situation.
Along with these techniques, individuals can try and involve the client into the problem solving process by asking customer what they believe an acceptable solution would be to resolve their issue. Regardless of whether the client knows what a proper solution would be, allowing them to express themselves and working towards proposing other solutions will develop a partnership. In a scenario where none of these steps provides relief, move up the proper chain of command to try and rectify the complaint in the quickest way possible.
Source: White Shark Media Blog