Solving customer’s complaints
Follow the following prescription:
1. Listen
• Listening is very important, getting the details right first time is vital.
2. Apologize for the problem,
• Always say “Sorry that you’re facing this problem, Sir”
3. Be understanding; show the customer that you can see his anger.
• Use this phrase “I see it very annoying Sir, I will try to help to the bestof my ability.”
4. Correct the problem quickly, always know the following:
• The faster the problem solved the better.
• If not, keep your customer informed with your development.
If the problem cannot be solved
5. Discuss Alternatives
• Allow your customer to feel that you are going beyond what is expected out of you by telling him about the options that you have and the alternatives.
• Negotiate possible alternatives
6. Agree on the alternative you would take and explain why:
• Explain the option
• Explain the reason behind the choice
Be careful not to fall into:
- Promising things you cannot or not authorized for.
- Offering alternatives that are not realistic or do not serve the purpose.
7. Follow up on the job and on your solutions and suggestions, and always remember to keep your customer involved and informed.
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