Harvard business studies show that the biggest reason a customer stops being a customer is not pricing but “perceived indifference” on the part of the owner or an employee of the business.
What I mean by perceived indifference is when your customers think you don’t care about them and that they aren’t important to your business. It doesn’t matter if this isn’t the reality – remember it’s called “perceived” indifference. About 68% of your customers will leave you because they don’t know that you actually value them!
Over the last year, in the “Age of Covid”, quality customer service has decreased while complaints have increased. No matter the issue or what has caused it, the only thing that matters to your customers is how it is resolved.
Handling customer concerns and complaints the right way is just one way you can show your customers that you care.
So let’s admit it, we do not like getting customer complaints. However, a negative experience can be saved and turned into an opportunity.
Being able to evaluate and address customer complaints is key to making this opportunity happen.
How you handle a customer complaint is a serious element on the longevity of your business. Don’t make a mistake that costs “your business its livelihood”. Teach your employees how to handle complaints like a pro!
The first step in handling a customer complaint is always to listen carefully to the customer.
They are concerned about an aspect of your services. Let go of the temptation to respond in any quick fashion. Take the time to listen and truly understand what their concern is.
Once you have listened to their concern immediately empathize with their position to create a bond between you and the customer so that they know you have heard their concern and are going to work with them to resolve the issue.
Next, offer a solution to their problem. You could ask them “What would you like for me to do for you?” or “What can I do to make you happy or make it right?” Always focus on what you can do as opposed to what you cannot. There is always a solution. It may not be exactly what they are asking for but if you focus on what you can do versus denying them their request, you have still offered a solution that is sufficient to their situation.
Make sure to solve their problem either with their originally request or an alternative you have proposed.
And lastly, follow-up with them to see if they are satisfied with the solution and that you have taken care of their concern.
Handling customer complaints can be a breeze with the right attitude.