Thursday, August 03, 2006
All of the sudden I wanted to update my blog about why customers want to complain? I had read an article which supposes to be part of my English sample examination paper and I found it useful, so I had decided to post this in my blog to let everybody read it.
Studies had shown that more than 90 per cent of customers who encounter problems or difficulties with the products or services they receive don’t complain- they simply don’t come back.
When a customer complains, he is actually doing you a favour without you realising it. What makes me think that? In fact he is giving you another chance to let you serve him again to his satisfaction. You will appreciate the importance of this when you consider that the customer’s alternative option is to desert you for a competitor.
If customer complaints are not handled successfully, it can cost an organisation lost revenue and increased tension for the people who have to handle them.
Understand why customers complain and adopting the right approach in handling, can save your business from being bad-mouthed, increase customers’ confidence and seal their loyalty.
Know why customers complain
A complaint is a statement about expectations that have not been met or are only partially met. Customers complain for various reasons. The main reason is that they want their complaints to be heard. It also includes poor conduct by service providers, erroneous information about products or services. They may be dissatisfied due to unfulfilled promises or feel that they have been taken for granted. They could also be unhappy with shoddy workmanship or defective products, or even delivery delays.
What do complaining customers want? Most customers only want that they are feeling entitled to, but unfortunately somehow denied.
Handling complaints
Instead of coming up with negative labels or names for complainants, we should begin by thanking them and apologising for the inconvenience caused to them. Thanking the customer for providing feedback signals that you are genuinely interested in their expectations and how you failed to meet them. Explain that you appreciate their feedback and will act immediately.
Next, obtain as much information as possible from the customers on why your products or services failed to meet theirs, and ask them on what they would consider an acceptable resolution. Listen carefully to all the facts and feeling without prejudice and empathise with the customers.
Taking notes down is to show that complaints are taken seriously. This is important so please do not argue or deny responsibility as this is a sure way to turn customers away; quarrelling over who is right and who is wrong will not help.
In dealing with customer complaints, employees should be customer-focused, project a professional image and should not take things personally. They should use positive words, body language and gestures which are consistent with the desire to help them resolve their complaints.
Finally, act on the complaints and do it fast. Effective service recovery depends on rapid response, advice your customers on the best way to resolve complaints but do not take things slowly. Always consult and obtain the customers’ approval before taking any action. This will make the customer feel respected and give them the assurance that you have their best interests at heart.
If the service recovery process takes too much time, inform the customers immediately. Constantly keep them informed of the progress. Never keep them in suspense over what is going on or else this could end up as a complaint too.
I shall stop here to get back to my revision of my up coming examination. Wish me luck on this coming Saturday, friends. Take care everybody.
Joyce shine on ::3:20 AM::
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