How to handle customer complaints?

Discussion in 'Growing and Managing a Business' started by TimB, Jan 4, 2013.

  1. TimB

    TimB
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    Here are a few ways to handle complaint effectively;

    • Be a Good Listener
    • Never talk over or cut people
    • Don’t finish other people’s sentences
    • Paraphrasing a customer is a fatal, don’t do that!
    • Be sympathetic for their problem
    • Maintain eye contact
     
  2. sigma

    sigma
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    that's not enough to handle the customer complaint. Imaging you act as a good listener, maintain eyes contact ith them, listen them to finish their problem and be sympathetic. The end is the problem never solved, and all you did can be misunderstanding that you can do nothing on the problem, only can sympathy
     
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  3. smo9marketing

    smo9marketing
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    I just read a Harvard Business blog on how Bezos and Jobs handled complaints.

    They:

    1. OVER compensate the complainer.
    2. They destroy and disgrace the department manager where the problem happened.

    Jobs even went a step further by slamming the managers at their weekly corporate meeting in the Apple auditorium.

    Criticism is your best friend.
     
  4. altcom

    altcom
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    1. Response their question problem immediately, client will not tolerant with slow reply.
    2. Provide a solution within target period.
    3. For unsolved problem, suggest them an alternative, asking more time and apologize. Some company offer money back guarantee.
    4. Analyst those problem, setup a FAQ section to cut down overlap problem.
    5. Release a beta version to collect feedback, instead of final product.
    6. Educate client on support coverage, it is not possible to cover all problem
     
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