Drug testing

Responding to Complaints

It's possible that in the course of your business dealings, you may (just may) have to deal with a complaint from a customer or client ....

There are two ways you can go about this:

1. You can stand up for your rights (and lose the customer and any possible referrals)

2. You can keep your temper and keep your customer

REPLIES TO COMPLAINTS

Most businesses these days have (or should have) as their policy that the customer is always right. It's far better business sense to replace a couple of items which don't need replacing, and reap the reward of customer satisfaction and possible referrals, than to insist on your rights and lose unknown numbers of customers and referrals.

So, the aim of your response to an irate customer is to find out what he/she wants and to give it to him/her. Even if the request appears to be entirely unreasonable, what you earn in Brownie Points, often makes up for what you lose in replacing the item (unless of course it's a Maserati or the like!).

HOW TO RESPOND

1. Express regret, sincerely. Don't say, "We can't understand how this happened," because this implies that the customer is careless or stupid, since no-one else has had this trouble.

2. Explain how the trouble occurred. Your customer is entitled to know what went wrong (this also reflects well on your business, since it shows that you've taken the complaint seriously enough to investigate it thoroughly, and we all like to be taken seriously).

3. Tell the customer what you are going to do to rectify the situation. The best thing to do is exactly what the customer said he wanted. If this is totally impossible, suggest a viable alternative.

Sometimes the customer will be at fault, by forgetting to include a correct address or leaving out the cheque etc. Again, don't write anything that might make the customer feel silly.

NOT "... you failed to enclose your cheque ..."

BUT "Your goods are packed and ready for despatch. Immediately on receipt of your cheque, which apparently was overlooked in your original letter, we shall send them as requested."

Sometimes, it's just not possible to give the customer what he wants; and in this case you must exercise extreme tact in the wording of your letter.

The best way of refusing is as follows:

1. Begin with the refusal. I know it's painful, but it's far better to let your customer know how things stand from the very beginning.

2. Explain, in detail, why the request had to be refused. This way, you have the rest of your letter to try to set things right with your customer, and hopefully to end on a positive note (rather than hitting him with the refusal at the end).

Note:

? the expression of regret should sound sincere. "I am sorry..." sounds better than the colder, "I regret to inform you "

? point out all the reasons for refusing the request

? soften the blow by offering some small consideration. It might be a discount on the next purchase; a voucher for a smaller item (a scarf, tie etc); a complimentary gizmo from another business (with whom you have a reciprocal arrangement); flowers; tickets to a film or whatever.

Such sweeteners are worth much more than their cost. Instead of a disgruntled customer, blackening your name, you'll have a happy person, willing to tell everyone her story's happy ending. Listeners will see your side and will say things like, " ...well, they didn't have to do anything really, but wasn't it nice of them?"

N.B. If the spelling of words like "cheque" in this article worried you, please read this: http://www.write101.com/aus.htm

Jennifer Stewart is a professional writer who offers home study courses, copy writing, proof-reading and editing services for businesses and individuals from her site at http://www.write101.com

You can subscribe to free Writing Tips to improve your writing: mailto:WritingTips-subscribe@yahoogroups.com or read numerous articles on how to write well - for profit or pleasure.

limousine chicago service
In The News:

Communicating Value

Abstract: People buy for their reasons, not yours. This article... Read More

The Great American Customer Service Unawareness Campaign

Q: I'm so sick of you so-called business experts always... Read More

Ten Ways to Help You Improve Your Customer Service

1. Stay in contact with customers on a regular basis.... Read More

The Dissatisfied Customer

We, as small business people, naturally dislike complaints from our... Read More

CRM For Beginners ? Customer Relationship Management Basics

In order to maintain a successful business, the business must... Read More

Making Customer Satisfaction Surveys Work

Why bother? Good customer service is the life blood of... Read More

The 7 Principles of Business Integrity

If you have integrity, nothing else matters. If you don't... Read More

Importance of Good Customer Support in Online Computer Peripherals Shops

Looking for hi-fi computer peripherals? Finding it tough to decide... Read More

Does Your Customer Talk Back To You?

What is your customer saying about you? Do you really... Read More

Client Appreciation - It Means Everything!

Want to know the secret for keeping your clients forever?... Read More

11 Ways to Get What You Want - Be a Clever Customer!

We all want great service, whether we are buying our... Read More

Learn to Anticipate Your Customers Needs

This morning I was having breakfast with my good friend... Read More

Committed To Your Customer? Prove It When They Complain!

Businesses like to brag in their advertising about quality of... Read More

10 Customer Service Quality Statements to Measure up Against

It might sound quick and simple, to say how well... Read More

Five Ways To Wow Your Client

Running a business is about providing goods and services to... Read More

CRM - Its Relevance

In today's demanding economy, the first line of any business... Read More

What Do Your Clients REALLY Think of You?

*********************************************Know Thyself - Socrates*********************************************I'd like to start this article with... Read More

And The Difference is... Attitude

I returned a rental car at an airport yesterday. As... Read More

Handling Angry Clients

What do you do when your client gets mad at... Read More

Small Business Customer Service Can Work Against You

Is the special treatment you designed specifically to keep customers... Read More

Passing the After-Sales Test

Some time ago a major UK food retailer decided to... Read More

The Death of the Loyal Customer

One of my classes in management focused on the repeat... Read More

The Drawback of Hacking Off a Blogger Through Weak Process Gaps and Pathetic Customer Service

With all of the recent data theft in the financial... Read More

Clients - What They Want from You

A growing number of individuals are finding themselves called to... Read More

What Every Employee Should Know About How to Prevent Customer Service Conflicts

There are five techniques that have been proven to be... Read More

commercial lighting fulham induction lighting Pete's produce ..