4 steps to turn customer complaints into compliments
TRANSCRIPT
4 Steps to Turn Customer Complaints
into Compliments
“An Unhappy customer is an influential one”.
Organisations need to keep a watch on their disgruntled customers.
Its always best to first deal with customer’s feelings and then deal with problem, presenting a solution.
Remember; it costs 6 times more effort to acquire a new customer than keeping an old one.
70% of dissatisfied customers will return if their complaints are
resolved favourably
95% of dissatisfied customers will return if you resolve their
complaint on the spot
STEPS TO FOLLOW:
Always listen to customers with attentionDon’t interrupt, allow them to finish their statementEmpathise with them
Don’t argue, make excuses or blame othersTell them what you can do and not what you can’t Establish an attitude where you &
customer together find a potential solution to the problem
Seek out to help them immediately
Make sure that the problem was resolved completely to customer’s satisfaction
Find out whether further assistance is requiredThank the customer for bringing the
problem to your attention
Make a thorough analysis of the situation and jot down where and how things went wrong and how it could have been avoided?
Ask the following questionsIs this the first one or has this happened earlier?
How can we avoid this from happening again?
Was the customer complaint handled efficiently?
Was the customer completely satisfied?
Fast and effective customer service not only keeps your customers with
you but also adds a star to your organisation.
Presented By:Akiko Business Consultants
www.akiko.com.au+61 2 9955 6444
Sources:http://www.inc.com/matthew-swyers/8-steps-to-handle-customer-complaints.htmlhttp://www.customersure.com/blog/customer-complaints-online/http://www.aitp.org/news/80742/Turning-Customer-Complaints-into-Customer-Compliments.htm