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A customer with a problem or a complaint should never be met with a pat answer, a resounding silence, or worse yet, an attitude from someone at your company. On the contrary, an irate customer is an incredible opportunity. If you are able to convert his anger to satisfaction, you have the chance to win real customer loyalty instead.
1. Understand the customer's point of view by listening patiently.
2. If it is your fault, accept it with grace. If it is not your fault, be patient. Do not tell the customer abruptly that he is wrong.Instead, try to make him understand the right situation.
3. Rectify the situation. Give the customer what he needs, if it is possible. or..divert his attention to any new irresistable offer...human mind is but a balloon floating in the air..till the customer walks out, make him believe that he is the MOST IMPORTANT person in the whole wide world...
First : Put yourselves in their shoe and analyse what what would you expect.
Second ; Do a fair deal and deliver what is expected .
Third : Solve all grievances by listening them carefully.
1- Talk to him and show that you care and that you are truely listening to solve the problem. Always start by saying that you are sorry because the customer is angry. Know why he is angry, is it customer service quality OR product Quality. If it is Product Quality then it is more difficult, understand fully his complaint and start working on research and development to resolve the issue. Once you have a new version of your product that resolved the quality issue he complained from him, call the customer and give it to him for free and tell him thank you for pinpointing the issue for us and here is our nre product. If it is a customer support issue then you have to revisit your workflows and your performance evaluation for the support team and also involve the customer in the nehancement process and make100% sure that he will not face this issue he complained from again. The key is to be genuine and take real steps to resolve the issue.
2- After really solving the customer's problem not by words by action. Then you can do something extra like giving him somethign for free or entering him into a loyalty program with benefits. But such gestures always come after solving the problem not before.
3- keep good and close relations with customers and keep collecting feedback to make sure to resolve issues before customers get angry.
1. If your customer is angry with you regarding company products's quality, service or overall policy . Well then don't hesitate b/c its an opportunity gain new ideas , flaws, market view and the most important thing is to respond timely to your customer. So if he is angry ,
First calm your customer, by keep assuring him that your problem will be resolved.
second listen to his complain, maybe there is a lack or miscommunication.
Third Take action inorder to resolve the problem .
After problem has been resolved your customer will definitely have greater trust on you and on your company.
In my opinion, any complaint cannot be perfected regardless of your strategy of approach and ways to resolve it. However, the manner you handle yourself publicly or in a close door conversation would matter the most.
An angry custumer would most likely deal with right people who feels confident about themselves resolving their issues, even if the GM's name is at stake.
I agree with all of the above/below + don't take it personally. The customer is not angry with you, they are displeased with the performance of the product or the quality of the service . Your personal feelings are beside the point :). If they are rude, there is nothing to be gained by responding in a similar manner so staying calm and sympathizing will help you handle the situation in the most professional way possible and engage wth them again !
And as somebody said here, your most unhappy customers are your greatest source of learning so their complaints should be very welcome. Most of them will do business with your company again if the complaint is resolved and especially resolved quickly. They will also more likely tell others how pleased they are about how the situation was handled.
smile
hear
act
The first thing you have to do is listen to the customer's complaint and immediately do what they ask for. do not answer back just listen and try to make eye contact.
1. listen him 2. acknowledge his objection about your product/service 3. make him clear about his real objection
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