Is The Customer Really Always Right?
Is the customer really always right? Well, have you ever thought about what makes some businesses succeed where others fail? It is a well-known fact that your satisfied customers are the best promoters of your business and the best way to achieve this is by placing the needs and concerns of your customers at the heart of your business, not on the edge.
Providing a great customer service can be a big challenge for many businesses but as the customers ultimately are the ones paying the bills, running away from this is never an option. The following are a number of important tips that a business owner should have in mind so as to be able to manage customer complaints effectively.
Listen Some More!
When it comes to managing complaining customers effectively, you have to listen, listen and listen some more. You should understand that this is not about you but about the products and/or services that your business offers. In the process of listening, ensure you do not get defensive as this can stimulate even more anger. Keep calm and ensure that you perfectly understand the exact nature of the customer’s complaint.
Show Interest by Asking Questions
Show interest to the complaints by simply asking questions about the issue in a caring and concerned manner. Ask for the complainer’s name and mention it often as you address him/her. Understanding the exact nature of the customer’s complaints will help you avoid more complaints in the future.
Offer an Apology
Tendering an apology indicates that you are taking the issue seriously and that you’re indeed sorry about any inconvenience the customer had faced. This can actually strengthen the customer’s bond to your business, leaving him/her emotionally connected. As a business owner or employee, it’s your responsibility to actively strive to regain customers’ goodwill even if the customer is at fault.
Every business owner, HR manager or team leader needs to properly understand the customer is significant when it comes to the success of a business. At the end of the day, you’re only running that business because of the people who buy from you. Your decisions as a business owner or team leader must focus around what can keep customers coming back.