turn a customer complaint into a positive
DESCRIPTION
3 simple steps to turn a customer complaint into a positive. Turn the experience in an opportunity to serve your customer and demonstrate the value that you and your company bring to the table.TRANSCRIPT
Turn a Customer Complaint into a Positive
3 Simple Steps
1. Listen
Actively Listen
Take Notes
Allow Them to Vent
Ask Questions
Use Positive Body Language
Speak with a Smile
2. Be Empathetic
Show Sincerity
Acknowledge Their Feelings
Apologize on Behalf of the Company
Commit to Resolving Their Issue
Do Not Become Defensive
Speak Calmly
3. Offer a Solution
“The Customer is Always Right”
Even if They are Wrong, Try to Meet Them Half Way
Handle Repeat Offenders Accordingly
Rectify Legitimate Complaints Promptly
Build Confidence by Sharing Your Contact Info
The main goal when a customer has a complaint is to not allow the problem to snowball. Your objective should be to defuse the situation and retain your customer.
By handling tough situations such as these in a professional manner, you will find your once complaining customers satisfied that you resolved their issue, and a new found respect for you.
www.AutomatedSupplyVending.com
Christina FletcherRegional Sales Director | IVM Inc
9901 East 30th Street
Indianapolis, IN 46229
P: 317-899-6787 (ext. 4702)
C: 317-937-7394
F: 317-899-6785 (fax)