Phrases such as “Customer is King” and the “Customer is Always Right” seem cliched even when product sellers and service providers appreciate the premise but restrain from being responsive to customer feedback and complaints.
Responsiveness is a critical attribute in sustaining a healthly relationship and keeping the channels of communication open, transparent and effective. Feedback in all its forms – positive or negative are always welcome. Complaints (negative feedback) from customers can well be viewed as the opportunity to efficiently handle discomforting issues and ensure appropriate service recovery.
A company is truly gifted with regard to its abilities to maintain the trust and loyalty of its customers through its responsiveness in complaint handling and customer retention. Complaints are therefore the cornerstone of customer satisfaction.
A truly customer centric company turns each adversity into an opportunity to build a longer, trusting and ensuring relationship with its customers.
Customers complain and for good reason. Handling a complaint effectively and efficiently can make a world of difference to how customers perceives business. Listed below are nine golden rules in customer complaint handling coz a stich in time saves nine
- Thank the customer for complaining
- Apologize for the problem having happened
- Emphatize with the customer
- Get the facts right
- Learn from every complaint
- Value keeping existing customers
- Be responsive at all times
- Handle complaints with the deserved priority and authority
- Listen to your staff