FACE THE MUSIC
CATS Classified, 2 April 2013
Written by Belinda Wan
Running your own business can be rewarding; but unfortunately, complaints and negative feedback from customers are part of the deal. Here’s how you can handle such problems properly:
Acknowledge the mistake. No matter how the complaint was made (e.g. via social media sites or the forum pages of the newspapers), never make the mistake of ignoring it. Be sure to acknowledge it swiftly, and respond politely and professionally to the comments received. If you need time to resolve it, request that the complainant give you some time to sort things out.
Follow up. Once you have committed verbally or in writing that you will get back to the customer, you must do so! If the customer is merely disgruntled with an issue, your failure to follow up will only further infuriate him. Show him that you value his opinion and feedback, and make him feel that his feedback is important to you.
Bite your tongue. This may be tough, but you must keep your cool at all times. No matter how furiously a customer is yelling at you over the telephone, or uncontrollably launching into a tirade against you, wait for his anger to subside before you make a reply. If you interrupt him, he may get the impression that you are not willing to listen to him, or not showing him respect. Quell your anger and keep yourself as calm as possible. Getting angry will only worsen matters.
Display initiative. I once found pieces of plastic in my dessert at a popular coffeehouse, not once, but twice on the same occasion. Upon being alerted, the visibly horrified and apologetic staff waived the item off my bill, but only at my request. Had she offered a complete discount or a free item of her own accord, I would have at least been impressed by her sincerity.
Act professionally. Remember that you are representing your business organisation, and that any inappropriate behaviour from you will reflect badly upon the company. Likewise, always choose your words carefully in your correspondence with others; and always thank the customer for taking the trouble to provide feedback, no matter how negative it may be.
Train your staff. You should not be only person who’s able to handle such situations. Prime your staff to handle such customers intelligently and calmly, and to have some stock answers ready.
Be sincere. Customers can tell if you truly mean what you say, or are just trying to placate them.
Written by Belinda Wan
Running your own business can be rewarding; but unfortunately, complaints and negative feedback from customers are part of the deal. Here’s how you can handle such problems properly:
Acknowledge the mistake. No matter how the complaint was made (e.g. via social media sites or the forum pages of the newspapers), never make the mistake of ignoring it. Be sure to acknowledge it swiftly, and respond politely and professionally to the comments received. If you need time to resolve it, request that the complainant give you some time to sort things out.
Follow up. Once you have committed verbally or in writing that you will get back to the customer, you must do so! If the customer is merely disgruntled with an issue, your failure to follow up will only further infuriate him. Show him that you value his opinion and feedback, and make him feel that his feedback is important to you.
Bite your tongue. This may be tough, but you must keep your cool at all times. No matter how furiously a customer is yelling at you over the telephone, or uncontrollably launching into a tirade against you, wait for his anger to subside before you make a reply. If you interrupt him, he may get the impression that you are not willing to listen to him, or not showing him respect. Quell your anger and keep yourself as calm as possible. Getting angry will only worsen matters.
Display initiative. I once found pieces of plastic in my dessert at a popular coffeehouse, not once, but twice on the same occasion. Upon being alerted, the visibly horrified and apologetic staff waived the item off my bill, but only at my request. Had she offered a complete discount or a free item of her own accord, I would have at least been impressed by her sincerity.
Act professionally. Remember that you are representing your business organisation, and that any inappropriate behaviour from you will reflect badly upon the company. Likewise, always choose your words carefully in your correspondence with others; and always thank the customer for taking the trouble to provide feedback, no matter how negative it may be.
Train your staff. You should not be only person who’s able to handle such situations. Prime your staff to handle such customers intelligently and calmly, and to have some stock answers ready.
Be sincere. Customers can tell if you truly mean what you say, or are just trying to placate them.
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