CUSTOMER COMPLAINTS TO CHANGE YOUR ASSET
Dealing with angry customers, will take a lot of time and energy. It is also a major cause of stress at work. To be able to handle the anger of customers, there are some important points you should consider.
1. THIS IS NOT A PERSONAL ISSUE.
Customers are angry at you, not because of personal problems. They are angry at you, because you are part of the company that they think is not giving proper service. It is important for you to bear it, to keep your bait no emotion that makes the atmosphere to be out of control. There is a good idea to observe the motion of your customer’s body. Someone who is angry, will show certain gestures, such as restlessness, flushed face, clenched hand, continued to stare or even avoid eye contact, and others. When you observe these signs, you can prepare when he approached you. Often the situation becomes out of control, because someone is reacting too quickly to anger someone. This is because he did not expect the anger of customers it will happen, so he never got to be ready. If you see a customer with the signs of anger as mentioned above, you are mentally prepared to always remember that you CAN control the situation and you have to control yourself. If you follow angry, then you will aggravate the situation.
2. UNDERSTAND WHAT CUSTOMERS REALLY WANT
Angry customers want solved the problem. This is only half true. Indeed, they want the problem dealt with, but they also want to be understood and heard. They want to channel anger or irritation. A common error is to fix the problem immediately, without listening to and trying to understand why customers become angry. Then what will happen? Customers are still so angry that you did not listen to explanations, or are not ready to work clearing the problem. So the common mistakes that are too fast to handle the problem before the customer is “ready”. This causes you to have to explain or ask the same questions repeatedly because the customer is not ready to listen to you. Listen and show sympathy for your customer, before you start handling the problem.
3. DO NOT BE bureaucratic
In the face of customer anger, do not be rigid / bureaucratic. You must show that you are someone who is trying as much as possible to handle their problems. Speak in a friendly tone. Do not speak in a monotone that suggests that you are not interested. Call customers by name, and introduce yourself at the right time. Listen to greeting customers. Repeated his words, to show that you are listening. However, do not interrupt the customer before he had finished greeting. Do not just give the answer “It’s our policy”. You also have to explain why or what the policy objectives were taken.
Dealing with anger and customer complaints well can turn them into assets for you. To remember, the majority of customers who complain are loyal customers who care about your business. Those who want to take the time to complain are those who would use the time to tell you that something is wrong in a product, process or your communications. The customer has issued an effort to contact you and tell how the product, process or your communication does not match their expectations. This is an opportunity for you to express our appreciation for those who have contacted you, and to make internal improvements. If you are able to resolve the problem of one customer complaint, you may also help many other customers, including those that do not contact you. Loyal customers believe that you know what is wrong to then justify it. Loyal customers give you the opportunity to fix the problem. If a customer complains, there are usually several other customers who are experiencing similar problems. If a customer who complains is angry, it’s a sign they were disappointed. If there is another customer who was disappointed but did not contact you, meaning they have no faith in you. It’s almost certain you will lose them. But you can still retain your customers are loyal enough to provide an opportunity for you to respond.
All you have to do next is to improve your customer, then fix the problem. The main priority is to understand the personal effect of the matter to your customers. Perhaps your customer frustration caused by because he felt cheated, or other things that a side effect of its main problems. Listen carefully, to determine how to best meet their needs.
Once you understand the root causes of customer complaints, you can make improvements so that it does not happen again in the future. This is an opportunity to improve your customer satisfaction exponentially! If you can not eliminate the problem, at least you can use your experience to prepare an adequate solution for other customers who have the same problem.
How much money do you spend on advertising, marketing, and sales efforts to attract new customers? How much you are willing to invest in your customers who already have problems as you, but still trust you enough to take care of them?
Keep your loyal customers who take the time to complain. Use the experience generated to correct mistakes, and plan a response.
As Bill Gates said “Your customers are least satisfied is your best source for learning”.
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