What To Do When Customers Complain
The ability to manage customers is one defining factor that separates your average worker from someone with management potential.
Regardless of how careful you plan to operate your business, customers will always complain. So what can you do to help meet or exceed a customers expecations?
1. Don’t Lose Customers. The worst thing about losing a customer is that they will tell all their friends not to buy from you as well.
2. Address Concerns. An angry customer will often be rude, insulting, or even a danger to the success of your business.
3. Compensation. Compensation is a tricky matter as it will cost your company money. Most often than not, however, you will need to offer a complete refund.
4. Keep It Empathetic. If you come across as authoritative the customer will be even more annoyed than when he brought the matter to your attention. Instead, sympathize with the customer.
Photo by d’n'c.
christie drakeley on August 22nd, 2007 4:36 am
I paid $ 12,975 for a Biz Opp that the company never installed. After months – yes months, they agreed to give me my money back. Their attorney asked me to sign a release of claims but said that the company would not sign a release of claim implying that they would file a suit against me as soon as I got the money. I would like to publish my complaints about this company on line so that others(apparantly there have been many already) don’t get duped by these people. Is there a blog or site where I can publish the facts and their name and mine that others can google to find complaints about this company ?
Jon on August 22nd, 2007 7:06 pm
Why not start a blog at vox.com, called .vox.com ?
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