Each company must deal with situations where things go wrong, depending on your point of view of the customer. No matter how you respond if this happens, do not be indifferent to the problem of your customer even if you are convinced you have done nothing wrong. Although it may seem contradictory, a customer with a complaint represents a real opportunity for your business:
• if you treat the complaint successfully, it is likely that your customer becomes more loyal than if nothing had happened
• people ready to complain are rare. Your complaining customer can alert you about a problem encountered by many others who are also quietly become customers
Complaints should be treated with courtesy, understanding and above all, quickly. Make sure your company has an established procedure to address customer complaints and is known to all your employees. At a minimum, shall include:
• listening benevolent to establish the details of the complaint
• recording the details together with relevant documents, such as a sales receipt or damaged property
• the offer of a correction, either by repair, replacement or refund
• appropriate follow-up action, such as a letter of apology or a phone call to make sure that the problem was solved
If you’re proud of how you set the problems, by offering refunds no questions asked, for example, make sure your customers know. Your method for dealing with customer issues is one more way to be ahead of your competitors.
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