Everybody who has a company that deal with clients knows that dealing with unsatisfied clients can be really difficult and sometimes disastrous. Customer complaints will always be an unpleasant business, does not matter whether the complain is only a simple and easy to solve one or it is bringing a lot of bad publicity to the company and, therefore, generating an undesirable image among other potential clients. Conducting a disappointed client’s complaint in the right way can resolve the protest fast and efficiently. To accomplish a desirable complaint management, it is necessary to handle the criticism in a way that will make clients and company happy.
An upset customer that might have a strong and genuine objection concerning your company’s services deserves even more attention and a good treatment. You have to keep in mind that the customers have the right complain and even take legal actions against your company if somehow you have made a mistake. When this happens, you are facing a critical situation and the way you will solve the problem you determine if the consumer will still buying your servicer or if they will never come back and advise their friends against you.
So, for you to have a successful complaint management, you have to answer the consumers quickly. The longer you take to answer a complaint, the angrier the consumer will be. So, do not let them waiting for an official position for over a week, the only think you are getting is more resentment towards you.
Always be polite, even if the consumer is so angry that he or she lost their minds. Does not matter if they are right or not, be professional and keep a business like attitude concerning the complaint. Never takes it personally. If you think that the client has no reason in his or hers complaint, you can be strict and try to show the point of the company in a polite way, using your tact and good manners.
However, if you notice that the company actually made a mistake, the best thing to do is to refund for the service or replace the item. Do not expect your consumers to pay for a service if it was not delivered in an appropriate way. The same thing is applied for broken items or in the case that you promise something in the advertisement that is not actually true. You might lose your profit for that specific thing, but you will ensure that the client will come back and recommend your services to the others.