Customers may forget what you said but they’ll never forget how you made them feel. Customer service means not only doing things for customers, but doing them extraordinarily well. You should go beyond what is expected and in that way you will add value and integrity to every interaction. You will discover best new ways to delight the customers you serve, only if you are at your best with each and every one of them. Take care of the customer like you would take care of your grandmother and you will surprise yourself with how much you can do.
However, if you come across a dissatisfied customer here’s how you should react to their complaint:
Listen intently.
Take quick action.
Thank them for expressing their needs.
Apologize.
Seek the best solution.
Reach agreement.
Assure yourself that the customer is really satisfied. Contact him / her again. Many dissatisfied customers just quietly take their business elsewhere. Those types of customers are generally known as the chronic complainers.
Here are some other types of customers you are bound to come across. The meek customer complains, often loudly and at length. The high-roller is willing to pay for it. Most probably complains in a reasonable manner. The chronic complainer is never satisfied; there is always something wrong. Do you recognize any of your clients among the types just mentioned? Take a look at some useful phrases for complaining and dealing with complaints.
