customer service

Dealing with unhappy customer

In today’Internet-driven world, customers have more power than ever. A satisfied customer may share their good experience with three friends, whereas an angry customer has the potential to tell 3,000 friends in social networks and communities. And for each customer that complains, there are anywhere from tens to thousands of people that don’t complain – And they simply stop doing business with you.

Common complaints and solutions

There are a number of common complaints that customers make relating to products and services. Having procedures in place that find solutions to common complaints will help you resolve issues quickly and efficiently.

Seek outcomes that will satisfy your customers, and make sure these are feasible and affordable for your business. Remember that the cost of a short-term concession is worth preserving a long-term relationship.

The following list suggests some solutions to a number of common complaints.

Faulty product

· Investigate the fault with the manufacturer.

· Offer a replacement item or replacement model.

· Repair the product if it is under warranty.

· Consider replacing the product even if it is no longer under warranty.

· Train staff to explain warranty conditions at the time of sale and repair.

Incorrect descriptions of the product

· Train staff about the products they are selling.

· Ensure product literature is accurate.

· Investigate the product with the manufacturer.

· Make sure staff explain warranty conditions.

Poor client service

· Investigate the areas of issue.

· Train staff in customer service skills.

· Rotate staff so they can increase their knowledge of other areas.

· Encourage and support teamwork.

Slow delivery

· Investigate lead times.

· Re-prioritise delivery schedules.

· Train staff to provide more accurate delivery data to clients.

Poor response to information request

· Retrain staff in how to respond to client requests.

· Set procedures on how to respond and response time frames.

· Provide more take-home literature to customers.

Lack of communication

· Train staff in communication skills.

· Implement a documentation system (e.g. a hand-over book for shift changes).

Rude staff

· Train staff in client service skills.

· Develop and use disciplinary procedures.

· Rotate staff to more suitable duties.

· Review recruitment and selection procedures.

Uninformed staff

· Make sure staff know your products and services.

· Make more product literature available for reference.

· Encourage teamwork and support.