One complaining customer typically represents a bunch of other customers who had the same problem but didn’t complain. (They just bad-mouthed your company to their friends and online.)
“By using a customer complaint to uplift your service, you not only transform that shopper’s experience from a negative one to a positive one; you turn him or her into an evangelist for your organization,” says Ron Kaufman, author of the new book Uplifting Service.
Here are Kaufman’s 10 tips for handling complaints:
1. Thank them for the complaint. “Show appreciation for the complaining customer’s time, effort, communication, feedback and suggestions,” says Kaufman. “Always keep in mind that the customer didn’t have to come to you at all.
He could have simply taken his business to your competitor.”
2. Don’t be defensive. Customers may exaggerate situations or even lie. It’s tempting to just say, “You’re wrong!” But getting defensive will lea...(register to read more)