Business Course - Part 15
Why do customers complain? What are the things customers
may complain about?
Tell me do you know what to do when your customers complain? Why customers
complain in the first place?
It's true that it's impossible to please all of the people all of the time
even with the
best of customer care! Always you will find someone who is unhappy with what you have done. But
the relevance of customer care comes here!
So what can you do about it?
First of all don't be dismissive or rude. The customer's complaint
may seem uncalled for or insulting but you must always respond nicely.
Treat every customer complaint with utmost seriousness and with respect for their
Keep in mind that one unhappy customer will share their experience
to as many 20 people. Those people are your potential customers and
they will never ever hear your side of the sad story. So go the extra mile
to keep an unhappy customer happy. It's always a good idea to prevent them from
slowing down your business.
What else can you do?
If they ask for a refund or replacement product give it to them
Make sure that you convey your apologies for their time and trouble. Go
the extra mile and show them that their business is important to
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Your customer will really appreciate your effort if you devote the time to
apologize. Simply say that you're sorry. You could not meet their
satisfaction or expectation and you really appreciate them taking the time to tell you so.
This will enable
you to improve your product or service in the future. This way, you let
the customer walk away
feeling good about your business.
Having people know that you respond well to complaints is some of
the best marketing you can get. Knowing that you treat
customers well is a great way to insure they come back and do business
with you again.
A large amount of the time, when a customer complains about something, it
will be due to some kind of problem with your supplier or some other
mishap that you have no control over at the time. The customer doesn't
know this, but you do and you need to fix it so it doesn't happen
Remember good customer service is the life blood of your business
so make sure you handle it with care and consideration.
Thanks again for joining us ,
Courteously -- S. Kumar
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