HandlingCustomer

Complaints

A Positive Approach to

The Problem

• Customer complaints are inevitable• Performing best in business does not guarantee 0

complains• Criticism can be hard to face• Especially after working dedicatedly

The brighter side• Spontaneous customers simply drop services• Customers complain for two reasons– They are willing to let you cover up for their

dissatisfaction– They want you to improve

• Use the complain as an opportunity• The customer believes in you – don’t let him/her

down

Identify your customers• There are various types of people• Categorize your customers• Each type pf customer will expect a different

approach to the solution• Handling their complains will be easier

Types of customers• Gentle one – has an issue but is rather submissive.

Take responsibility of these customers.• Aggressive one – shows authoritativeness and

confronts. Do not mirror his behavior when dealing.• Extravagant – timely pays and expects balanced

service provision. Keep them highlighted despite continuous importuning.

• Chronic – two types. One will be your fan after regular pokes. The other has no objective, simply points out errors. Be patient with them.

The actual dealing

Whichever type of customer you are faced with, always remember that he requires a genuine and

professional solution from you in the quickest possible timeframe. Keep the aim – Quick and Perfect!

The actual dealing• Acknowledge the complaint before explaining. It

shows understanding• Do not interrupt a complaint. It does away with the

mood.• Give the expected timeline and keep updating your

customer in between as well.• Give a hypothesis of the solution and results. It gives

an idea to the customer of what’s ahead.

The actual dealing• Apologize if your mistake is honest.• Time matters – a lot. The quicker you are, the better

in every way.• Re-communicate. It shows that you are paying

attention.• Keep records of all previous complains and

solutions.

ConclusionThe key to handling customer complaints is to be liable

– focus on the effect, not the cause. Use your customer complaints intelligently for what they are actually meant to be – a pathway to improve your

services.

For more info…Contact us on info@bmconsulting.in or log on to www.bmconsulting.in