7 Ways to Deal With Customer Complaints

/, Customer Retention Strategies/7 Ways to Deal With Customer Complaints

7 Ways to Deal With Customer Complaints

Share This:

Every business exists for their customers.

Dealing with customers is really an art. Dealing with customer complaints is even more difficult. There are certain rules that apply that will help you, and make your customers feel better. Happy customers should be part of your customer retention strategies.

Dealing with complaints effectively will help improve your reputation. Every company has problems, being good at handling them will go a long way in keeping customers.

  1. Acknowledge the customer’s anger. While you’re listening to the customer, write down their concerns. Writing will keep your focus and help you remember  what the customer is saying.  It will also give you more  time to think about a solution.
  2. Thank the customer for their complaint. Have you ever heard that a complaint is a gift?  Instead of trying to explain away the problem, assume the customer has a valid point and thank them for sharing it with you. Unless you know what’s bothering them, how will you fix it?
  3. Empathize with the customer. Understanding the customer’s problem doesn’t mean you agree with them. It’s just good to be heard without interruption.
  4. Don’t be afraid to say you will look into it. Not everything can be solved immediately. Tell the customer you will get back to them and give them a date and a time. Being consistent with your word will go a long way.
  5. Learn how to apologize. You’ll be surprised how apologizing will change the customer’s attitude. Telling someone you’re sorry also acknowledges that you realize that what happened is a problem for the person. Think about it; what’s better than a sincere apology?
  6. If they’re yelling at you and blaming you personally, try to stay calm. Reassure the customer you will get on it and will come up with some solutions. Just because they say it’s your fault doesn’t mean it’s so!
  7. The last thing to do is to act. You don’t have to take responsibility for the problem, but you can take responsibility for getting something done.

Lisbeth Calandrino has been helping businesses to build loyal customers for the last twenty years. To have her speak to your company or schedule a consultation, reach her at Lcalandrino@nycap.rr.com or check out her web site, www.lisbethcalandrino.com.

Share This:
By | 2017-03-03T12:06:55+00:00 May 8th, 2014|Blog, Customer Retention Strategies|0 Comments

About the Author:

Lisbeth Calandrino is an award winning trainer, entrepreneur, and blogger and has spent over twenty years developing custom tailored marketing and customer service programs for businesses.
Her recently published book, Red Hot Customer Service, 35 Sizzling Ways to Heat up Your Business and Ignite Your Sales defines the steps necessary to build a competitive advantage and turn great companies into unforgettable or red hot companies. Lisbeth admits that much of her knowledge came from her Italian grandfather who despite very little formal education and a limited English vocabulary, managed to became both successful and wealthy. Lisbeth has wonderful stories about Grandpa DiBiagio’s and her time spent learning how to managing Grandpa’s fruit stand.
Because of Lisbeth’s experience as a business owner, having been the managing partner and owner of 7 furniture and carpet stores for 14 years, she is able to bring her extensive business knowledge and experience to all of her clients. Lisbeth’s awards include executive of the year award from the International Executive Association, Albany chapter (a business networking group) and first place honors in an international marketing contest for alternative medicine.
A two time cancer survivor, she has spoken extensively about her experiences of cancer, offering words of comfort and inspiration. As an activist, Lisbeth has initiated and contributed to many charitable causes. She has worked with at-risk youth, spoken out against injustice and advocated to and helped to build resources for women.
As a presenter, Lisbeth Calandrino is highly motivational, information-rich, and very entertaining. Her acute business sense, contagious enthusiasm, positive energy and fun sense of humor make her a dynamic presenter.
Lisbeth is a member of New York, Historic Albany Foundation, educational director of Business Referrals Networking Group and member of the board of directors of the Animal Protective Foundation of Scotia, New York.

Leave A Comment