In business always the tagline is that the “Customer is always right” even they are wrong we try to treat them right. It is fine for the company or product to encounter those complaints from consumers, order to know their suggestions and comments. Just to make improved their products or services.Here are tips how to handle consumer complaints.
- Pay attention to the consumer’s explanation. Listen carefully and show interest. Thank him for sharing the problem to you.
- Patient is a virtue. Apologize to them for the things what happen and the current situation. Do not blame others or your company committed wrong but just be sorry.
- Reflect back on consumer concerns. Praise him/her by saying that you’re correct or we understood.
- Analyze the consumers feedback, and find a way to avoid it happened again to your business.
- Explain to the consumer the things should be do and not be able to do. Be friendly when explaining your side and touch the consumer's heart so you can handle it easily.
- Let the consumer understands the solution and find the best way of solution to the consumer complaints and let him/her ask, if he/she is satisfied to the solution.
2 comments:
I found great information on your blog and I really like it. Consumer usually get information on other consumer advocacy website to know the product or service. In consumer advocacy website will give you the reviews, complaints and other issues of products or services that consumer should know. For my search today I found website that will give tips and guides to solve consumers issues and to have a better relationship to the owners. You can have it here - Consumer Advocacy
My credit card company (Capital One) has incorrectly charged me late fees. I have tried to discuss with them, but they are inflexible -- basically, it's "do what we say, or we'll ruin your credit". Is there a State (California) or Federal Agency that oversees credit cards companies and handles consumer complaints?
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