When customers complain
Before you get your complaint chances are you haven’t been, in business for long. It’s a scenario; upscale clients shell out bucks but expect unreasonable efforts in return whereas budget customers don’t pay a dime and expect the world. There will always be someone, with your work regardless of how you strive to satisfy everyone consistently. So what steps can you consider taking?
Don’t Be Rude or Dismissive.
Even if you perceive the customer’s complaint as silly or offensive, it’s crucial to respond. Dealing with customer complaints demands an approach and consistent behaviour of taking responsibility for any unsatisfactory experience.
Remember that a dissatisfied customer is likely to share their experience with up to 20 customers (reports vary among researchers). Your perspective won’t be visible to those clients. The effective defense, against clients damaging your company is to go the extra mile to ensure their satisfaction. Take a stance. Actively seek out complaints instead of fearing them as this approach will allow you to address any issues before they escalate into public knowledge.
Write a Letter of Apology.
Dear Sir
I recently learned that you were not satisfied, with the delivery service of our company. I regret any inconvenience this may have caused you. We have taken action to address the issue with our delivery service.
I sincerely hope that this incident will not impact our business dealings and I apologize for the negative experience you had with us.
Please ensure to sign the letter personally using a pen as printed signatures can be off-putting, to recipients.
Offer a Partial Refund.
In the closing paragraph of your letter, it would be an idea to offer a refund to address any issues that may have arisen. For example, if there was a problem, with the delivery consider reimbursing the shipping cost along with an extra as a gesture of goodwill.
This approach can help turn customers into advocates for your business. When they see that you handled their concerns graciously and provided a refund they are likely to share their experience with others even if their initial complaint was exaggerated or unwarranted.
One of the forms of marketing is positive word of mouth from satisfied customers who appreciate how well you handle complaints. Additionally, happy customers are more likely to return for business dealings. However failing to meet their expectations, on visits could lead to frustration and disappointment.
Do Some Complaining Yourself.
If a customer raises an issue it’s likely due, to your supplier or another trusted entity than your doing. Even though the customer may not have been aware of this it’s important to address the situation. Consider sending them a written complaint letter following the format:
‘Dear Sir or Madam,
I have received the customer complaints you sent because your service has been down this week. I’m quite disappointed and am considering switching to another provider at the moment. I hope you can understand.
Could you include copies of all the complaints, from customers in your response? Your supplier often offers compensation packages that can be shared with customers or used to offset any refunds already given as they are eager to retain you as a client.