How to Resolve Customer Complaints in Your Small Business » Succeed As Your Own Boss


Research shows that when you respond to a customer’s complaint, that customer’s defense of the business increases by up to 30%. And if you can really solve their problem, they are still a customer 70% of the time. Conversely, if you do not respond to a client’s complaint, the decrease in advocacy is up to 50%. Not recognizing dissatisfied customers makes a bad situation worse and worse. Therefore, answer every complaint, on any channel where it is shared, every time.

Managing dissatisfied customers is an unfortunate aspect of managing any small business. No matter what you do, all small business owners will eventually face complaints about your product, service, price, delivery, or anything else. Inevitably, learning how to resolve customer complaints from the beginning of your business is essential to success. This article will explain how to resolve customer complaints using a simple 5-step method.

How to resolve customer complaints in 5 steps

Resolving customer complaints is essential for your growing small business. While you may want to tell your dissatisfied customer to take a tour, this strategy will only damage your reputation and invite negative reviews online.

how to resolve customer complaints

A dissatisfied customer who is particularly vocal can affect the decisions of many potential customers in the future, so you need to spread the word and send them on a positive note. We talk about how to resolve customer complaints in 5 easy steps.

1. Listen carefully

The first step in resolving customer complaints is to simply listen. When a customer has had a bad experience, they want to be heard and understood. They feel like they’ve been wronged and they need to get away with it! Avoid the temptation to react immediately. Don’t interrupt them. Instead, force yourself to listen, taking note of the key facts about your complaint.

2. Show empathy

As you listen, it is essential to show empathy for what they say. Even if you disagree with their comments, try to understand how they might feel right now. Keep calm and control your emotions. Also remember your facial expressions. You can nod in a sympathetic way to let them know that you are listening and interested in what they are saying. When you speak, you respond in a supportive and concerned way, for example, “I can see how frustrating this has been.” A statement like this shows respect for your feelings, while not necessarily agreeing with your complaint about your business.

show empathy

3. Thank them and apologize

While you may be tempted to switch to reaction mode or solution mode, one of the key principles of how to resolve customer complaints is to respond first to what you have been told. Strange as it may seem, the best way to start is by thanking them for complaining. Not that you’re happy to receive a complaint, of course! But it is always good to be aware of possible problems so that you can solve them. Thanking them is a heartfelt thank you for sharing their feedback with you.

Then apologize … even if you’re not the cause of the problem. Sometimes a customer will complain when they actually made the mistake. But you can always apologize for being upset about the situation. In addition, the apology indicates to the client that you will take care of the problem and will help him to solve it.

4. Ask questions to get the facts

An unhappy client will often start with an emotional diatribe about what happened and how it made him feel. Once the emotions are gone, you can deal with the facts of the matter. You’ve already listened intently as they hurried, thanked them, and apologized. This should spread the word a bit, and you can now delve deeper into the objective facts about what happened. Clarify any details that you do not understand and ask additional questions that will help you get a complete idea of ​​what happened.

ask questions

Asking questions is also often the way to find a solution. For example, you might say, “I understand you’re not happy with the product you’ve received. Is there anything we can do to fix it?” Questions like this put the ball back on your client’s court, so they can tell you what they need to rectify the situation.

5. Present a solution

Now that you’ve identified the facts and the root cause of the complaint, the final step in resolving customer complaints is to come up with a solution. If you’ve followed the above steps, you may have customer feedback on how best to resolve the issue. If not, you have enough information about what happened to propose a potential solution. Here are some tips for finding a solution:

  • Act fast: Don’t make the customer wait for the resolution. You have a plan for handling complaints and train your employees to resolve issues of up to $ 500 (or any amount you are comfortable with) without calling the manager for approval.
  • Go above and beyond: If you want to turn a dissatisfied customer into a loyal customer who is excited about your business, don’t just solve the problem – give them more than they asked for. For example, you can refund your money and offer free coupons for your next visit.
  • Maintain a positive attitude: Be nice and keep smiling. Express gratitude for your business. It ends with something like, “Please let me know if I can do anything else. We’re happy to help!”
  • Contact us if necessary: In some cases, it may be worthwhile to contact the customer a few days later to check and make sure the issue is resolved.

Conclusion: How to resolve customer complaints

The next time you encounter a disgruntled customer in your small business, follow the 5-step method above to learn how to resolve customer complaints and you’re sure to see good results. And remember, honest feedback is a gift! While an unhappy customer may exaggerate their emotions or even use abusive language to convey their point of view, what they say gives you an insight into your business. Learning about potential issues can help you provide a better customer experience for everyone who does business with you.

resolve customer complaints

In the end, learning how to resolve customer complaints will make your business stronger. When customer happiness is your top priority, customers (even those who have had a bad experience) will come back again.





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