From “Start and Run Your Own Business”, by Alan Le Marinel, reprinted on www.howto.co.uk.
Even the most conscientious companies, delivering high quality products and services consistently, can face an unhappy customer on occasion. All customer-facing employees should know what to do if they receive a complaint and view it as an opportunity to rectify the situation and improve service.
A few points to remember:
- Always apologize, even if you think you did nothing wrong.
- Listen to the complaint without interrupting. Sympathize.
- Take notes and ask questions afterward for claification
- Think carefully; then offer a solution.
- Contact the customer after the solution has been implemented to ensure satisfaction.
Only half the customers who complain are typically satisfied with the resolution, but 95 percent of consumers will use a business again if their complaint is resolved quickly and easily.