All organizations depend on customer feedback to make their businesses better and increase customer satisfaction. Yet, customer complaints take up an inordinate amount of time and money, and the complainer doesn't often get what he wants. Here are three tips for expediting the complaint process and keeping customers happy:
Understand the full context - Try to understand as much as you can about the complaint. The more information you have, the easier it is to determine the root of the dissatisfaction.
Propose a resolution - Know what would make the situation better for your customer and propose ways you can solve the problem.
Show respect - Complaining customers are often upset. Train employees receiving complaints to be empathetic and to reframe the harsh criticism they may receive into constructive feedback.
Source: Harvard Business Review
Image source: Smbceo.com
No comments:
Post a Comment