Dealing with Complaints

Dealing with Complaints Customer satisfaction is an important part of a company’s sales strategy, so companies try to provide good customer service. That means offering high quality products and services, answering queries, making it easy for customers to order and pay for goods, and delivering on time. Companies also need to have a system for handling complains, so that if they make a mistake or offer poor service, they can deal with the problem. Most companies train their customer service staff to deal politely with customers. Anyone can complain about things that don’t satisfy them. Dealing with customer complaints, problems and issues is an absolutely necessary when you sell a product or service. All well-run companies have “service recovery” strategies. If a company doesn’t satisfy a customers needs and he or she makes a complaint, the company should respond immediately and deal with the customer’s problem. Businesses that don’t try to satisfy their customers usually receive more complaints. If the company offers a refund, the complaining customer will often come back. But if the company fails to even make an apology, the customer will not only change to another company, but may also tell other people about their dad experience. One of the most famous strategy is the LEARN routine – Listen (don’t interrupt when the customer explains the problem), Empathise (show that you understand how the customer is feeling), Apologise (just say “sorry”), React (promise to do something) and Notify (tell management about the problem). All this steps are important (Почему). There are some practical recommendations how to deal with complaining customers. It is very important to be polite and helpful at all times, and to see things from the customer’s point of view.

If a customer is very angry about a mistake, stay calm. Don’t get angry yourself. You may think: ’I didn’t make the mistake. This isn’t responsibility’. Dealing with customers’ complaints often means solving problems that aren’t your fault. The answer is to solve the problem professionally as part of the job. When the customer explains the problem, listen carefully and repeat to check that you have understood. Often the customer just wants to express his feelings. If he doesn’t demand any action, you’ll have to suggest a solution. Sometimes you can’t do exactly what the customer would like you to do. In this situation, you have to say what you can do. It is essential to use the right language. You will give the customer more confidence if you say: ‘I will’; not ‘I might’ or ‘I can’t’. Don’t say: ‘I don’t think we can do that’, say: ‘I will find out for you’. Of course there are times when you just can’t win. For example, if it’s a very difficult person who will not cooperate, then you probably won’t find a solution. But you’ll know that you have done your best. You have to try to provide your customer with what he or she wants. All companies with a good reputation for handling complaints from customer, train their staff not just to say ‘sorry’ but ‘please accept my apology’ and give them a budget to reimburse angry guests. All in all dealing with a customer complaints is an important part off a running a company. In conclusion, I’d like to say, that it is good for companies to reseive (почему)

Дата добавления: 2015-11-04