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You need to realize, delaying to handle customer complains in any way, will not make the problem go away. According to Tom Hopkins, trainer in basics sales of Tom Hopkins International, there are two that will happen when not handling complains: the angry customers who finally give up, or deliver a complain letter to newspaper, or directly report to the police.

You may be thinking, it’s normal to lose one or two customers. However, this thinking is wrong. According to research, if we have a fun experience with a company, we will tell to the three other people. But someone who disappointed with the poor quality of services or a company will deliver to the other 11 people.

In any circumstances, respond to complains as soon as possible in the following ways:

1. Regardless panic, and ignore the anger of the costumers. A company should immediately admit its mistakes, and then find the root of the problem. There is nothing that can make the costumer angrier except to feel ignored. The more quickly you understand the problem, the better. Do not immediately disappear from the room and deliver the problem to someone else. This attitude is irresponsible.

2. Remain calm. Show that you care about the condition of the customer. Say that you can understand why he was angry, and say that you will take this issue seriously. Make a note of every detail that he provided.

If you do not understand what is happening, and what to do, say, “Please that Mr/ Mrs. give us some time to examine this problem first, and find a way out.” When you have journalists who are looking for information, explain, “We cannot give any details, because we are still examining this issue. As soon as we find the root of the problem, we will contact you.” And, do what you have promised!

3. Do not cut the customer talking, be patient and let them satisfy the anger. Do not correct costumers of what they have said. Customers will soon realize that you do not try to defend them. In many cases, after successfully deliver the anger, customers often feels that it was excessive and therefore regret. After that they usually will accept the solution that you offer.

4. Ask some of the solutions that may help you find ways to improve the problem. Try to get specific information about the difficulties that caused the problem.

5. Get them to discuss solutions. Customers will soon become soft, and can do rational discussion. If he was still angry, invite him to next meeting. For example, to meet again one in an hour, gave him a chance to eat lunch, while you find a way out. Or, schedule other meeting that fit.

6. Agree to a solution. Once you know for certain complain, you will be able to find a settlement of the action. Arrange a specific scheme. Offer something that will relief them quickly.

7. Agreeing to the settlement schedule for the problem. Provide a correct time, giving you enough time to handle the problem. The biggest mistake is if you agree to something that cannot be done. In addition, if you promise to call them, do as soon as possible.

8. Make settling this issue as a priority for you, so before you complain of your work routine. Tell the boss that this should not be underestimating. Once you successfully make customers happy with the way out, you will be satisfied with the results of your work.
by Ricardo
(bed bath and beyond) (bedbathandbeyond)

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