Customer Complaints or It's Not Just the Whine...
If you sell a product or service you will get complaints. Resolution is the word used when we describe the process of successfully handling those complaints. The complaint process you set up determines how successfully your company resolves complaints.
The first step is to develop an attitude that complaints are problems that often are a symptom of some type of flaw or defect. Because it can be very subjective, complaint resolution is not always a matter of right or wrong. Some complaints are groundless but others can reveal problems that may be costing your company big bucks.
Time is a key in dealing with any complaint. In general, complaints that are dealt with rapidly tend to get resolved rapidly. A rapidly resolved complaint is a cheaper complaint. Time can often avoid confrontation and confrontations are seldom good for business.
Listen to the complainer's side of the story. Put special emphasis on how they felt. This can provide another perspective on your business. Even though it may be difficult, try to show empathy even if you do not admit guilt. Or care.
Ask them what you can do to make them happy. Often their solution is the cheapest and it might give you insight on how to fix a business defect. Also they really can't complain if you follow their suggestion.
Determine how the problem happened and how it can be prevented. Don't jump to conclusions before you have all the facts. Don't assume the customer is crazy or wrong just because they complain.
Don't take it personally...look at the issues objectively and control your emotions. This can be difficult if someone is questioning your integrity.
Take the pulse of your customers regularly. Most customers don't complain, they just go somewhere else. Handling that complaint professionally can make your business run more smoothely and keep your hard earned customers...
Jack D. Deal
