If something doesn’t go quite right with a customer transaction, use it as an opportunity to show what you are really made of.
It is often said that, for every customer who complains, there are many more equally disappointed who don’t bother to communicate that to you. So each complaint should be considered even more important, because the problem is likely more widespread than a single occurrence.
It pays to take the time to be thorough with a customer during the resolution phase, and make sure you also take more time to review the situation with your team.
The first priority should be to implement corrective measures. Customers who are handled well when something goes wrong can wind up being even more loyal to your business than those for whom the transaction went smoothly the first time around.
Be humble and understanding – show that you truly understand a customer is disappointed and has been inconvenienced. As a consumer, I find the inconvenience the worst part. I can understand that not every product or service works exactly as planned every time. What frustrates me the most is the time and effort it takes to find the receipt, pack up the product, drive back to the store and repeat a shopping process that was supposed to go right the first time – all the while fearing that the problem will recur.
So why not start there? Say you are sorry for the trouble. Recognize that the customer has been inconvenienced and acknowledge he or she is probably questioning whether or not to bother with a replacement. Remove those fears in some way that makes sense to your situation.
To read the full article – Click Here – Chris Griffiths – Globe and Mail – July 24th, 2012