Shanu Singh Guliani

Dealing with Disgruntled Customers
December 11, 2006

Even if you make seeing every customer happy your top priority, there are going to be times when you still have to deal with an unsatisfied customer. Sometimes the unhappy customer has a legitimate complaint; other times there is nothing you can do to control the situation. A number of unsatisfied customers will never come right out and tell you they're unsatisfied. They simply leave quietly, later telling everyone they know not to do business with you. Remember, even the best product or service receives complaints now and then.

Here's how to handle them for positive results:

1. At the beginning of the interaction, listen. Don't talk. Let the customers vent their feelings. Interrupting the customer is regarded as a lack of interest and respect.
2. Never argue with a customer. Even if a customer is being rude, it is your job and that of your employees to communicate with the customer in a manner that is both caring and calm.
3. To prove you were listening closely, paraphrase the customer’s statements. For example, “Mr. Smith you gave us the job of resetting your wife’s diamond, but it was not set the way you requested, correct?
4. Empathize with your customer. Empathy doesn’t mean you have to necessarily agree with the customer. It simply means that you let the customer know that you understand they are upset and you want to calmly find out all information so that you can best resolve the situation. For example, "Yes, Mr. Smith, I can see your point. I would feel the same way." Use the simple words, "I am sorry" which can sometimes be enough to settle things down in volatile circumstances even if you did nothing wrong.
5. Take responsibility for the problem by solving it in a timely manner. Don't make excuses. If the head wasn’t the right type or the jeweler just did a terrible job, that's not the customer's concern. Immediately take action to remedy the situation. Promising a solution and then delaying it only makes matters worse.
6. Small business need to be flexible when resolving complaints. Give employees some leeway in deciding when to bend the rules. If you don't feel comfortable doing this, make sure they have you or another manager handle the situation.

Posted by Shanu Singh Guliani on December 11, 2006 | Comments (0)