HOW TO EFFECTIVELY DEAL WITH CUSTOMER COMPLAINTS


James 1:19 says “My dear brothers and sisters, take note of this: Everyone should be quick to listen, slow to speak and slow to become angry.”

At some stage in your business life, you will have to deal with customer complaints. Very few businesses are good at handling complaints. The best outcome that can be achieved from a complaint is that the customer leaves on good terms and continues to use your business. The best way to handle a more complex complaint is to follow this procedure as offered by Andrew Griffiths:

  • Keep calm and polite. Treat the complaint seriously.
  • Ask for all the details and write them down.
  • Ask the customers how they who would like to see the problems resolved.
  • Tell the customers that you will consider the complaints and get back to them at a specific time.
  • Find out all the facts from your point of view.
  • Decide on a fair way to resolve the complaints.
  • Contact the customer adding the exact time you said you would.
  • Advise them of all the facts from your point of view and what you are proposing to do to rectify the problems.
  • Ask the customers if they are happy with your suggestions for rectifying the problems. If they are not, negotiations will have to continue until an outcome is achieved.
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