If you own a business, you're going to find that there are going to be a lot of customers that are unhappy with your services. Just think of a big company, and how much you love them. If you do a quick search online, you will always find someone that doesn't like it.
When you finally let them vent, let them know what you can do to settle it. You can either accept what they want, or try to work something out. Let them know that you want to fix it, and you want them to be a customer for life.
If the customer comes into your store to vent, or even on the phone, let them vent. Sure, it's going to get on your nerves, but make sure you let them know that you're listening. The customer isn't always right, no matter what story policies say.
Settle it. When it's finally said, and done, live up to your word. If you're going to give them a refund, do it. If they want a coupon, etc, do it. It's up to you to settle whats best, and whats wrong.
The first thing that you want to do is always handle the complaint. If they contact you via phone, email, or mail, you'll always want to respond, and let them know how much you care. Never ever ignore it.
评论