Let us create a 3D eBook for you!
Let us create a 3d Digital eBook for you! DigyCat.com

Responding to Complaints


It's possible that in the course of your business dealings, you may (just may) have to deal with a complaint from a customer or client ....

There are two ways you can go about this:

1. You can stand up for your rights (and lose the customer and any possible referrals)

2. You can keep your temper and keep your customer

REPLIES TO COMPLAINTS

Most businesses these days have (or should have) as their policy that the customer is always right. It's far better business sense to replace a couple of items which don't need replacing, and reap the reward of customer satisfaction and possible referrals, than to insist on your rights and lose unknown numbers of customers and referrals.

So, the aim of your response to an irate customer is to find out what he/she wants and to give it to him/her. Even if the request appears to be entirely unreasonable, what you earn in Brownie Points, often makes up for what you lose in replacing the item (unless of course it's a Maserati or the like!).

HOW TO RESPOND

1. Express regret, sincerely. Don't say, "We can't understand how this happened," because this implies that the customer is careless or stupid, since no-one else has had this trouble.

2. Explain how the trouble occurred. Your customer is entitled to know what went wrong (this also reflects well on your business, since it shows that you've taken the complaint seriously enough to investigate it thoroughly, and we all like to be taken seriously).

3. Tell the customer what you are going to do to rectify the situation. The best thing to do is exactly what the customer said he wanted. If this is totally impossible, suggest a viable alternative.

Sometimes the customer will be at fault, by forgetting to include a correct address or leaving out the cheque etc. Again, don't write anything that might make the customer feel silly.

NOT "... you failed to enclose your cheque ..."

BUT "Your goods are packed and ready for despatch. Immediately on receipt of your cheque, which apparently was overlooked in your original letter, we shall send them as requested."

Sometimes, it's just not possible to give the customer what he wants; and in this case you must exercise extreme tact in the wording of your letter.

The best way of refusing is as follows:

1. Begin with the refusal. I know it's painful, but it's far better to let your customer know how things stand from the very beginning.

2. Explain, in detail, why the request had to be refused. This way, you have the rest of your letter to try to set things right with your customer, and hopefully to end on a positive note (rather than hitting him with the refusal at the end).

Note:

? the expression of regret should sound sincere. "I am sorry..." sounds better than the colder, "I regret to inform you "

? point out all the reasons for refusing the request

? soften the blow by offering some small consideration. It might be a discount on the next purchase; a voucher for a smaller item (a scarf, tie etc); a complimentary gizmo from another business (with whom you have a reciprocal arrangement); flowers; tickets to a film or whatever.

Such sweeteners are worth much more than their cost. Instead of a disgruntled customer, blackening your name, you'll have a happy person, willing to tell everyone her story's happy ending. Listeners will see your side and will say things like, " ...well, they didn't have to do anything really, but wasn't it nice of them?"

N.B. If the spelling of words like "cheque" in this article worried you, please read this: http://www.write101.com/aus.htm

Jennifer Stewart is a professional writer who offers home study courses, copy writing, proof-reading and editing services for businesses and individuals from her site at http://www.write101.com

You can subscribe to free Writing Tips to improve your writing: mailto:WritingTips-subscribe@yahoogroups.com or read numerous articles on how to write well - for profit or pleasure.


MORE RESOURCES:

Customer Service - Google News

This RSS feed URL is deprecated

This RSS feed URL is deprecated, please update. New URLs can be found in the footers at https://news.google.com/news

Letter: 'Customer service' often lacking service part - The Ledger


The Ledger

Letter: 'Customer service' often lacking service part
The Ledger
We as consumers rely more and more on customer service. I've come to realize how much “service” is actually lacking in businesses these days. Customers can either make or break a business depending on their satisfaction. People rely on a service that ...

and more »

Travel Network Group recognised for customer service 'excellence' - TTG


TTG

Travel Network Group recognised for customer service 'excellence'
TTG
Speaking at the consortium's annual overseas conference in Monaco, Jo Causon, chief executive of the Institute of Customer Service awarded TTNG the organisation's ServiceMark, a recognition “of achievement in customer service, and a company's ...
Travel Network Group honoured for 'excellence' by Institute of Customer Service Travel Weekly UK

all 9 news articles »

The Bot Revolution Can Save Your Customer Service, Says Tony Jamous, President Of Nexmo - Forbes


The Bot Revolution Can Save Your Customer Service, Says Tony Jamous, President Of Nexmo
Forbes
Chatbots and other AI-powered virtual agents have changed the structure of customer service considerably. But, this is just the beginning. Chatbots are evolving with APIs, being given access to deep learning and popping up in spaces that we never ...

Thanks A Latte: How To Fix A Customer Service Failure, Per Starbucks, Marriott And Me - Forbes


Forbes

Thanks A Latte: How To Fix A Customer Service Failure, Per Starbucks, Marriott And Me
Forbes
Every company needs a customer service recovery framework, a sequence of best practices for interacting with, and turning around, upset customers. Settling on such a framework and then providing customer service recovery training in order to achieve ...

Spirit Airlines turns to Disney to improve its customer service - Los Angeles Times


Los Angeles Times

Spirit Airlines turns to Disney to improve its customer service
Los Angeles Times
The Disney Institute is a Florida-based company that offers business courses to improve leadership, employee culture and customer service. On the institute's website, the company cites its work with Haagen-Dazs International, the National Football ...

Exceptional Customer Service And Low Cost Are Not Mutually Exclusive -- Here's How To Achieve Both - Forbes


Forbes

Exceptional Customer Service And Low Cost Are Not Mutually Exclusive -- Here's How To Achieve Both
Forbes
Singapore Airlines (SIA) cabin crew undergo some of the most rigorous service training in the industry, instilling a business culture that is exceptionally customer-centric. As a result, it is regularly voted one of the best airlines in the world. Yet ...

These Two Customer Service Formulas Can Improve Employee Performance By 100% - Forbes


Forbes

These Two Customer Service Formulas Can Improve Employee Performance By 100%
Forbes
Even the most engaged, best-intentioned employees (and their managers) can benefit from knowing a couple essential expert formulas that will improve their customer service performance day in and day out. Today I'll share two rules of thumb how to ...

Seven Customer Service Practices That Will Help You Win Over Clients - Forbes


Forbes

Seven Customer Service Practices That Will Help You Win Over Clients
Forbes
Back in the mid-90s when Amazon was first starting, I felt that Amazon gave me the best customer service and best customer experience. Instead of jumping around different websites, I had everything in one portal. In Amazon I found a company that gave ...

Why is Customer Service in Asia so Terrible? - Forbes - Forbes


Why is Customer Service in Asia so Terrible? - Forbes
Forbes
Asia's service sector is booming. This article takes a closer look at how this lucrative sector is developing. Don't miss out on the investment opportunities that are ...

and more »

LargeFriends.com - the best dating site for plus-sized singles!
SuccessfulMatchCentral.com - the best dating site for plus-sized singles!

PreLaunchX

AusTrade Domain Is For Sale - $15,000 For Enquiries eMail Us

© www.AusTrade.biz - 2012

home | site map | links