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Sunday, 29 March 2020 11:41

How to respond to Customer's Complaint

Written by

Your response under criticism helps to determine the integrity of your business. 

It has the power to either attract new customers or lose existing customers. 

There are 3 things to bear in mind when responding to customers complaint;

1. Don't leave them hanging: 

According to Toister Performance Solution, more than 85 percent of customers think businesses should respond to their complaints within an hour. 

If you might need a few days to investigate the customers complaint, let them know, don't leave them clueless.

Your failure to respond might lead the customer to believe that you don't care about them.

2. Listen and be quick to apologize:

Always consider your customers view point and listen without interruption.

Apologies doesn't make you guilty of an accusation, it shows that you're concerned about your customers happiness and satisfaction. And even if you're right, you aren't happy because your customer had a disappointing experience. 

3. Provide Immediate Solution:

After listening and apologizing, you can share your own side of the story with the customer. Not an excuse, but an explanation.

Sometimes you might find out that it was a simple misunderstanding, or lack of information that made the customer to react

Next, you should provide immediate solution to address the complaint. 

Shift the attention away from the problem and focus on the solution. Avoid making promises that you can't keep. 

If possible, give the customer a discount on his purchase.

Why these 3 things are important

When a customer makes a public complaint, for example on social media, everyone is watching. 

Both your existing customers and your prospects are watching. 

If you use the wrong words or react the wrong way, you'll be pushing potential customers far away from your business, and even lose some genuine customers as well.

So remember;

Always respond to Customers

Be quick to apologize

Provide immediate solution

Will Instills

transforming starters into professionals

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