It is true that you cannot please everyone. It is also applied to how you cannot please all your customers regardless how thorough you were with your customer service programs and all. Receiving complaint is bound to happen when customers are involved. In fact, complaints are something you should have expected from the beginning. They are inevitable. Receiving complaints is not a pleasant experience. It is different from feedback. Complaints more focus on pointing out the faults of your products or services. However, it is important to handle complaints the right way by addressing the issue immediately so you won’t put your relationships with customers in jeopardy.
How to handle complaints without losing your customer’s trust
Handling complaint properly is necessary because there is risk of losing your customers. Risking your relationship with your customers is not a good idea. It can also ruin your reputation if you cannot manage to find out ways to put things right immediately. Here are several ways to handle complaints.
Do not be afraid of receiving complaints from your customers
It doesn’t always end in a bad way. If you welcome them, it means you are ready to face them. In fact, you should encourage your customers to provide feedback both positive and negative ones. Therefore, they are comfortable to tell you if there is something wrong with your products or services. They will be the first one to notice anyway. Turn those complaints as a way for you to provide better customer service. It is also a way for you to know how to improve your products or services. Their complaints may contain truths which you can see from objective perspective. Handling complaints with openness from your side will result in positive outcomes.
Handle their complaints while showcasing the value of your business
It is important to showcase your business value to them so they know exactly what your business stand for. However, you also should address their issue immediately and effectively. Therefore, they know that they are not being ignored or neglected. This is the best way to address the issue without the need to make endless arguments. It is because this way makes better understanding on both sides. This is a great way to direct the complaint into something positive for both parties.
Do not get too serious and get easily defensive
You can handle the complaints in a more fun ways to decrease the tension that may appear due to the issue. It doesn’t necessarily mean you are patronizing your customers. Make sure you address and solve the issues effectively and immediately. Then, add some fun touches to turn your customer’s negative experience into positive one. If you handle the complaints in strong manner and defensive mode, it will be hard to find the right solution. Thus, always listen to your customers attentively while they are complaining. However, explain everything calmly and lightly.