Original Post from Http://theselfemployed.com
When a small business receives a customer complaint it has two basic choices: treat the complaining customer like a pain in the neck, or use the complaint as an opportunity to improve.
Business owners who are adept at handling and learning from complaints know all too well that one complaining customer might represent many others with the same problem who did not speak up. They’re the ones who tell others, complain about you online, and take their business elsewhere. Here are eight ways to deftly handle customer complaints, suggested by Ron Kaufman, author of “Uplifting Service: The Proven Path to Delighting Your Customers” (Evolve Publishing, 2012).
- Thank the customer for bringing it to your attention.“Show appreciation for the complaining customer’s time, effort, communication, feedback, and suggestions,” says Kaufman. “Always keep in mind that the customer didn’t have to come to you at all. They could have simply taken their business elsewhere.”
- Don’t be defensive. It’s easy to get defensive when an angry customer is on the other end of the line or in your face. Just remember that customers with complaints tend to exaggerate situations, so getting defensive will only make it worse. When a customer complains, they’re doing so because they feel wronged in some way. You don’t have to agree with what they’re saying. But you do have to hear them out. That’s how you move the conversation in a positive direction.
- Acknowledge what’s important to the customer. Even if you think the customer’s complaint is unfair, there is something they value that your business didn’t deliver on. Embrace that value. “What the customer wants is to feel right,” says Kaufman. “When you agree with their value dimension, you’re telling them they are right to value this specific thing.” For example, if a customer says your service was slow, then that customer values speed. You might then acknowledge that they deserve quick, efficient service.
- Apologize once, upfront. Every service provider knows that the customer is not…..[CLICK HERE TO READ MORE]
About Steve Strauss of TheSelfEmployed
Steven D. Strauss is the country’s leading small business expert. An internationally recognized lawyer, columnist, and speaker, Steve is also an author of 15 books. Steve’s highly syndicated business column, Ask an Expert, appears weekly at USATODAY.com He is also the small business columnist for Microsoft, and AT&T who calls him “America’s Small Business Expert.”
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