The customer is always right might sound cliché, but isn’t the customer, always right? It takes one dissatisfied customer to ruin your brand and reputation that you’ve worked so hard to build. Customers always have complaints. We mean, that’s why there is a whole department responsible for customer’s complaint.
As a business owner or even a member of staff dealing with customers, the probability that you’d have annoying customers is high. We asked most people who work with the customer service department for different organizations and this is what they had to say:
Sandra: It’s crazy! Most times, I have to take painkillers once I’m done with work because it gets tiring.
Johnson: I had one customer curse, my mom. It was crazy because why would you do that? You don’t even know me. I was this close to losing my job.
Tosin: I cry a lot with this job. I try to be as polite as possible, but some of these customers don’t care that a human being is behind the phone or the keypad. It breaks my heart.
Ian: I had this nasty customer who came to the bank and was yelling and calling me names. All I could think of was the fact that if I challenged him to a fight outside, I would beat his ass.
Customer complaints are a lot to deal with. It takes a toll on you mentally and if you are not diplomatic, you can lose that customer. A bad customer spreads the bad news of your company fast so it’s important to make sure you are in your customer’s good books. Of course, there would be challenges here and there, but the important thing is to make sure you make things up with your customers.
This brings us to the question how do you deal with customer complaints?
Listen to what the customer has to say
It’s a known fact that it’s easier to talk than listen, but as a customer service executive or a business owner, you need to listen more. Kindly know that it’s possible that your customer won’t be nice because if a customer is angry, he/she will express himself/herself because thus customer paid you for a service and you are not giving the customer the best. Instead of interrupting, kindly listen and make notes.
This goes hand-in-hand with the first point. Let the customer talk to you about the problem he/she is facing. It’s not a time to keep interrupting, you can do better than consistently interrupting a customer. Listen and stop interrupting. The customer might be rude, but it’s important to have a tough skin as a customer service officer or a business owner. You cannot afford to lose a customer because you felt the need to interrupt.
We get that it might not even be your fault that the customer is having issues, but you have to apologize. Always apologize to the customer even if it’s not your fault. Yes, the customer might decide to still be annoying and say hurtful things after this, still apologize.
Get a solution
Of course, you might not be responsible for fixing the customer’s complaint, but make sure it gets to the appropriate channel and give your customer a timeline for fixing this issue.
Reach out to the customer to know if he/she was satisfied with the solution and if he/she is happy now. You might think it doesn’t matter, but it does. It helps show the customer that you care and you are not only after their money.
If you are having a hard time dealing with customer complaints, this is a great way to have that sorted out. We hope this article was helpful. If it was, please share and follow us on our social media platforms for more exciting tips.