When you run a business, no matter how big or small, you have to be prepared for customer complaints. Not only that, you need to understand that complaints by clients and customers are not a matter to be taken lightly. You should always balance the loss you will incur by refusing the customer with the cost in case you give in. If you are writing back to them, use words like “we are sorry” instead of “we regret to inform you” because it sounds better.
One bad word can make or break the image you have built up through so much hard work. So, unless you plan to hire a professional answering service, these points would be helpful.
Express How Sorry You Are
One thing you should know if you want to run a successful business is that the customer is always right, even when he isn’t. It would be prudent to apologize and tell them how sorry you are instead of arguing with them and losing your temper. Even if you find out that the fault is the customer’s, say it in a way that doesn’t sound offensive because no one likes to be told that they are wrong.
After you have zeroed in on the cause of the problem, explain it to them. Be clear and concise with your explanation because they should know that you spent time trying to solve their query and handled their complaint seriously. This would give a good name to your business and also calm your customer down.
Find A Solution
Now that you have explained the problem, you have to find a solution to rectify it. This has to be handled very carefully because sometimes, there isn’t a solution to the problem. Use your professional acumen and your communication skills to explain an alternative to the problem. Word your solution very carefully because you don’t want the customer to sound silly. If it is not possible to do anything else and you have to refuse their demand, then be precise and direct, but not impolite. Get to the refusing bit immediately without confusing them too much. Also explain to them why you have to refuse their demands and how sorry you are.
End On a Positive Note
You don’t want an unhappy or disgruntled customer on your hands. There are many ways to refuse their demand and still send them away happily. The best way is to offer a small consideration as an apology for the misunderstanding caused. You could offer them a small discount on their next purchase or complimentary vouchers. Even a small gift item from your company would do a lot of good.
Succeed in Responding to Complaints
Keep a strict eye on the mails and correspondence you get from your customer so that you don’t let any complaint go unnoticed. It can give a very bad impression to the customer if their complaints go unheard. Always be courteous and you will be fine.
About the author: John M. Caviness is a copywriter at speech writing services. Besides, he is highly interested in web development field. In this case, he tries to keep up with advancing technologies writing opinion articles on WordPress related topics.