Handling Customer Complaints - 10 Top Tips
There is nothing more infuriating than experiencing a problem with a company; having spent good money with them, and feeling that they simply don't care about your concerns, problem or discontent. The fact is a simple one - people who care show that they care. Business owners and managers have a responsibility to ensure that EVERYONE who deals with customers knows what to do, how to do it AND that they have some flexibility to show initiative in solving the problem to the customer's satisfaction - a rare experience indeed today.
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Beyond The Secret
Below are our ten top tips for dealing with customer complaints but they are by no means the final word and you should seek to find as many practical and productive ways to retain customer satisfaction and loyalty as possible.
  1. Let the customer have their say
  2. Say you are sorry to hear what has happened and be genuine
  3. Actively listen
  4. Get the facts by asking appropriate questions
  5. Keep an open mind
  6. DO NOT argue or be defensive under any circumstances
  7. Try to find out what outcome the customer wants
  8. Concentrate on what you CAN do and not what you cannot do
  9. Do NOT impose your own solution to the challenge
  10. Always summarize and check to see that the customer understands AND agrees

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