When customers complain
Before you get your complaint chances are you haven't been, in
business for long. It's a scenario; upscale clients shell out bucks but expect
unreasonable efforts in return whereas budget customers don't pay a dime and
expect the world. There will always be someone, with your work regardless of
how you strive to satisfy everyone consistently. So what steps can you consider
taking?
Don't Be Rude or Dismissive.
Even if you perceive the customers complaint as silly or offensive
it's crucial to respond. Dealing with customer complaints demands an approach
and consistent behavior of taking responsibility, for any unsatisfactory
experience.
Remember that a dissatisfied customer is likely to share their
experience with up to 20 customers (reports vary among researchers). Your
perspective won't be visible to those clients. The effective defense, against
clients damaging your company is to go the extra mile to ensure their
satisfaction. Take a stance. Actively seek out complaints instead of fearing
them as this approach will allow you to address any issues before they escalate
into public knowledge.
Write a Letter of Apology.
Dear Sir
I recently learned that you were not satisfied, with the delivery
service of our company. I regret any inconvenience this may have caused you. We
have taken action to address the issue with our delivery service.
I sincerely hope that this incident will not impact our business
dealings and I apologize for the negative experience you had with us.
Please ensure to sign the letter personally using a pen as printed
signatures can be off putting, to recipients.
Offer a Partial Refund.
In the closing paragraph of your letter it would be an idea to
offer a refund to address any issues that may have arisen. For example if there
was a problem, with the delivery consider reimbursing the shipping cost along
with an extra as a gesture of goodwill.
This approach can help turn customers into advocates for your
business. When they see that you handled their concerns graciously and provided
a refund they are likely to share their experience with others even if their
initial complaint was exaggerated or unwarranted.
One of the forms of marketing is positive word of mouth from satisfied
customers who appreciate how well you handle complaints. Additionally happy
customers are more likely to return for business dealings. However failing to
meet their expectations, on visits could lead to frustration and
disappointment.
Do Some Complaining Yourself.
If a customer raises an issue it's likely due, to your supplier or
another trusted entity than your doing. Even though the customer may not have
been aware of this it's important to address the situation. Consider sending
them a written complaint letter following a format, to this;
'Dear Sir or Madam,
I have received the customer complaints you sent because your
service has been down this week. I'm quite disappointed and considering
switching to another provider at the moment. I hope you can understand.
Could you include copies of all the complaints, from customers in
your response? Your supplier often offers compensation packages that can be
shared with customers or used to offset any refunds already given as they are
eager to retain you as a client.
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