What should you not do when dealing with customer complaints?

What should you not do when dealing with customer complaints?

Failing to follow up with the customer, ignoring or dismissing the complaint, or acting as if it isn’t worthy of addressing. Making excuses, deflecting, or laying the blame back on the customer, management, or another department.

How does a salesperson handle customer complaints?

Here are six tips to help you do that:

1. Talk to the customer. Sending standard letters or emails might work in some cases.
2. Find out what they want. You might have an idea of what it takes to resolve the complaint.
3. Ask about wider issues.
4. Give something back.
5. Confirm your solution.
6. Keep in touch.

What procedures do you have for handling customer complaints?

Complaints handling procedure

• 1 – Listen to the complaint. Thank the customer for bringing the matter to your attention.
• 2 – Record details of the complaint.
• 3 – Get all the facts.
• 4 – Discuss options for fixing the problem.
• 5 – Act quickly.
• 6 – Keep your promises.
• 7 – Follow up.

What are three things you should do to properly handle a customer’s complaint?

Download: Improve your customer service with these 3 strategies! Listen & Empathize To bring a person’s level of frustration down, it’s essential you listen to their problem and empathize with it. Many times, a person is at the end of their rope, and they feel no one is listening to them about their issue.

What should you avoid when dealing with a complaining customer?

There are also many things that should be avoided when dealing with a complaining customer, including: Starting off on the wrong foot by failing to empathize with the customer’s perception of the situation, service, or process that is at the heart of the complaint.

What happens when a customer complains about a sales associate?

So many times, when a customer has a complaint, the sales associate will hook into something the customer says initially and work with that, without ever finding out the real problem. The other problem with this, as a great manager I had once pointed out, is that most times, when a customer has a complaint, they want the chance to, well, complain.

Why do you need a complaint handling procedure?

Some feedback may sound like a complaint, but in reality, it is just a suggestion that a customer might want to experience or have in the entirety of your relationship. A direct, easy, and timely complaint handling procedure is necessary as this will help rectify your customer’s frustration.

Why do you need a complaint management system?

But regardless of how big your business or brand is, you must have a process of handling customer complaints. This will impact how fast and well your business could grow. When a customer feels that you are not considering their feedback, they probably will no longer trust your offering and vent their frustrations to other people.