No matter how well you handle your business, you should always expect to encounter complaints from customers. Even a good business can experience this problem. Either there is indeed a mistake or one customer is simply in a bad mood, you should always be ready to handle complaints for better customer service.
When setting up plans on how to handle different types of complaints, you should first think of possible scenarios and determine how you will feel if you encounter one. Sometimes, as an owner, you will feel defensive if you hear complaints. You may also feel afraid thinking that there really is something wrong. You should recognize these feelings and immediately control it.
To better handle a complaint, you should look at the complaint from an objective angle and do not take it personally. Before you face the customer, have in mind that customer satisfaction is the key to your small business initiatives of gaining loyal customers. No matter how petty their complaints are, respect your customers so they will feel that their complaints are being handled seriously and you value their happiness. Always handle and solve complaints in a productive way without offending your customers.
Handling Complaints Through Emails
Ok, you have a customer complaint in your email. Breathe in first and read the email. After reading, let the information sink in then step away from your computer first for about 5 to 10 minutes. If the complaint is more complicated or let’s say, really harsh, step away for about 20 minutes. This way, you can calm yourself, think straight, and find a solution in a more objective and productive way.
After a few minutes, go back to your computer then type in your reply. Always remember, customer satisfaction is crucial for business success so the reply must absolutely not offend your customer and your business’ reputation. After writing your reply, read it thoroughly, check for grammar and spelling errors, and then let it sit for a few minutes. Do other tasks first or read other emails. After a few minutes, go back to your reply and read it again. Does it sound apologetic enough? Is the customer’s problem answered? Put yourself in the customer’s position and think how they will feel with your reply. If you think it’s good, then send it.
Wait for your customer’s reply within two to three days and if they do not respond from the email, call them so they will know that you give importance to their satisfaction.