Dealing With Customer Complaints
Advice For Women Entrepreneurs
At some point, everyone in business has to deal with an upset customer. The challenge is to handle the situation in a way
that leaves the customer thinking you operate a great company. If you’re lucky, you can even encourage him or her to serve as a passionate advocate for your brand. Here are some customer-oriented tips I’ve learned while working in the business coaching business:
1.- Listen carefully to what the customer has to say, and let them finish. - Don't get defensive. The customer is not attacking you personally; he or she has a problem and is upset. Repeat back what you are hearing to show that you have listened.
2.- Ask questions in a caring and concerned manner. - The more information you can get from the customer, the better you will understand his or her perspective. I’ve learned it’s easier to ask questions than to jump to conclusions.
3.- Put yourself in their shoes. - As a business owner, your goal is to solve the problem, not argue. The customer needs to feel like you’re on his or her side and that you empathize with the situation.
4.- Apologize without blaming. - When a customer senses that you are sincerely sorry, it usually diffuses the situation. Don't blame another person or department. Just say, "I'm sorry about that.”
5.- Ask the customer, "What would be an acceptable solution to you?". - Whether or not the customer knows what a good solution would be, I’ve found it’s best to propose one or more solutions to alleviate his or her pain. Become a partner with the customer in solving the problem.
6.- Solve the problem, or find someone who can solve it quickly!. - Research indicates that customers prefer the person they are speaking with to instantly solve their problem. When complaints are moved up the chain of command, they become more expensive to handle and only add to the customer's frustration.
Source: Eonetwork
Patty Block, President and Founder of The Block Group, established her company to advocate for women-owned businesses, helping them position their companies for strategic growth. Charting the course for impactful, sustainable, profitable businesses, the beacon is control: of your strategic direction, your money, your time, your staffing, and your ability to bring in business. The Block Group brings together the people, resources and ideas that build results.
Advice for women entrepreneurs.
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