How should I handle complaints?Q. How do I deal with an upset customer without making the situation worse?
“If a customer takes the time to complain
about something, they’re giving you a gift,” said Janelle Barlow,
co-author with Claus Moller of A Complaint Is a Gift: Using Customer Feedback
as a Strategic Tool. “Complaints are a chance to make improvements
and win over customers.” Here are some tips for defusing an angry
customer: • Stay calm and avoid being defensive.
Getting angry yourself will only escalate the encounter into an argument. • Listen attentively. Often the frustrated
person simply wants to vent to a sympathetic individual. • Thank the customer for bringing the
situation to your attention. (Remember, the complainer is giving you an
opportunity to prevent future customer dissatisfaction.) • Agree with the person whenever you
can to establish rapport, advises Laura Laaman, author of The Dolphin
Dynamic. Acknowledging that “this shouldn’t have happened”
puts you on the customer’s side. • Apologize. Even if the problem isn’t
your store’s fault, you can still say, “I’m sorry this
caused you so much inconvenience.” • Ask what you can do to correct the
problem. “Most confrontations go on much longer than needed, merely
because we never take the trouble to find out what the other side wants!”
said Laaman. Many customers are not expecting a positive
resolution. Hearing their response gives you an opportunity to go above
and beyond their expectations. Al Arens, president of Life Enhancing Programs
in Alma, suggests asking, “How would you like this to be handled?”
If you know that solution is not possible, ask “What would be the
next best solution?” • Take action immediately to correct
or make up for the bad situation, to whatever extent possible. Go to a
higher-up if needed. Review the solution with the customer to
make sure both of you understand what steps will be taken. Confirm that
the resolution is satisfactory. • Whenever possible, make changes in
policies or procedures to prevent future complaints. • Consider following up with a note
and a small gift. Going the extra mile to show your concern and make amends
will often win the customer’s loyalty. Do you have a retailing question? Ask
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