Greener Business Bureau

Archive for the ‘Customer Complaint’ Category

No one likes to receive a complaint — but complaints are worth their weight in gold if an organization learns from them and then uses the information to improve the customer experience. Customer complaints can be used to build a better customer experience and turn a dissatisfied customer into a raving fan.

A good response to a customer complaint also ensures you’ll receive that particular complaint only once. The company will know how to handle that issue in advance in the future

Customer complaints are usually not personal. When employees understand that the customer’s anger is directed toward the company, not the employee, they are better able to deal with the emotions of the customer. If the employee doesn’t take a customer’s comments personally, it will help them remain calm. Remaining calm will, in turn, help calm the customer more rapidly. Focus on the customer rather than the complaint. Customer-focus will help the employee empathize or “walk in the shoes” of the customer. It will help them listen more sympathetically to a complaining customer — which is often all the customer wants. Plus it will help them remain calm and polite while a customer vents his frustrations. Attitude is everything in creating satisfied customers. Even the most irate customer will usually calm down when dealing with someone who is obviously doing their best to understand the customer’s situation. If employees truly listen to a customer complaint, valid or not, the customer will at least feel as if they are being heard. Sometimes that’s enough to completely diffuse a negative situation. Empower employees to handle customer complaints themselves. Obviously, there will be a point when a more senior person must make a decision in dealing with a complaint, but empowering employees to deal with common complaints and issues on their own will go a long way toward creating a more positive customer experience and increasing employee engagement. Verify before taking action. Make sure that you ask what would make the customer happy and then verify before taking any action. Customers will rarely ask for more that we are prepared to offer, so ask what will make them happy first. Once they have made their suggestions, then verify that if you are able to provide that remedy, the customer will be satisfied. Nothing worse than working to resolve an issue only to find that the customer is still not happy. Move quickly to resolution. Once a resolution is agreed, move quickly. When an upset customer calls and receives an immediate resolution to their problem, they will be much more likely to return as a customer. In fact, a good recovery builds greater customer loyalty than simply delivering as expected — so make sure to use this to your advantage. The exact opposite is true, however, if the customer is “given the runaround” by being transferred from employee to manager to higher level executive before their problem is handled. Provide tools. Give employees options when dealing with difficult customers or those with an issue the employee can’t resolve. For example, if a customer bought an item on clearance, and the store’s policy is to never accept returns on clearance items, allow employees to offer the customer a complimentary gift card, an extended warranty on the item, or a similar bonus. While it may not be exactly what the customer asks for, it will show customer appreciation and help them see that the company is going out of its way to satisfy the complaint. There will be times when nothing can be done to satisfy an unhappy customer. At that point, the customer service employee must simply defer that customer to a manager or supervisor. But employees who handle customer service complaints quickly, efficiently and professionally will minimize those issues and will give employees a sense of ownership in their jobs and in the company.

The voice of an account service manager rose above the rest during a recent industry event. A client, the man complained to a colleague, had re-written ad copy to include certain sale items. Seemingly-frustrated, the man recounted the story with great detail, including the fact that the client had completely re-written the copy for the advertisement.

“I would love my job if it weren’t for the clients!” he then concluded.

Therein lies your problem, I thought. You have your job because you have clients. This man’s attitude would likely be his real source of frustration, if not his ultimate downfall.

I’ve observed disdain for customers before. And I can certainly relate to feeling as though clients “undervalue” offerings. I’ve always put 110 percent of myself into my work and what I deliver; that’s a true reflection of my values. So, in the past, if clients didn’t fall over themselves with praise for what I had created I’d take it personally, feeling disappointed and disheartened.

As I was reading “100 Ways to Create Wealth” by Steve Chandler I had a true “A ha” moment: I realized that my job wasn’t as much about me as I’d thought! It was about the wants and needs of my clients. I needed to stop focusing on my bruised ego and listen to what they were saying

Here’s an example: Several months ago a client asked me to set up a promotion celebrating a major milestone in his business. He also asked me to invite surrounding businesses to participate in order to expand the celebration, help defray the costs and increase customer traffic. I reached out to several of the retailers in person and via e-mail. One business owner jumped on board immediately, responding, “We’re in!” I was thrilled.

The promotion proved a major success despite menacing winter weather. People turned out and supported my client and the surrounding retailers. Then it came time to collect the money from the participants. That’s when the trouble started.

The first neighbor on board was holding out. To say I was shocked is an understatement, but what followed really threw me for a loop. That business owner said that I had not fulfilled my promises and had misled everyone involved. He couldn’t believe that a person like me was still in business, he said. I didn’t know how to respond.

I considered telling this guy where to go, sending him a nasty-gram or having my assistant “handle it.” Instead I let a few days pass and reflected on where my accountability lay in this situation. Here’s what I realized:

This man’s complaint was just information. Not good, bad or otherwise. Just information, from his perspective. As cliché as it sounds, it wasn’t personal; it was just business. I needed to put my Savvy Businesswoman hat on and give up the tantrum. I didn’t need to be on a mission to prove him wrong. I needed to learn from this experience and move on.

A complaint, while maybe unpleasant, can be a great jumping off point for uncharted territory in any direction. It’s valuable information when used properly. It’s a chance to analyze and improve, a rare opportunity for growth.

In this case I concluded that although e-mail is convenient for me, it’s not always the best form of communication for others. I don’t believe this man had truly understood what his business would be receiving as a participant in the program. He’s a man who appreciates face time and in-person explanations. I had not managed all the expectations well.

If do-overs applied, I’d do that one differently. But that’s not the way life works. So I view this as a valuable lesson in how to always come from a place of service, communicate effectively and better manage expectations.

When you take the emotion out of a conflict and treat a complaint as an exchange of information rather than an accusation, important dialogue can ensue. My advice to any business person is this: Rather than avoid customer complaints, embrace them for the powerful information sources they are. Just make sure you hear the rationale, not an accusation. Don’t let a defensive ego undermine this gift you’re receiving. You might just find that your relationship with your client grows stronger by your willingness to deal with the complaint… uh… information you’ve been given.

Most people react negatively when customers complain, they see customer complaints as bad for their business, some even see such customers as problematic, but really customer complaints is a good boost for your business and this can also take your business to another level in terms of profitability. Most customers that complain are really customers who are your regular buyers and have genuine interests in the success of your business; non regular buyers usually react to dissatisfaction simply by not coming back. To ensure you turn these complaints into profits you have to take the following into consideration:

1. Plan Ahead – Your main goal in business should be to satisfy your customers, therefore managing your Customer’s emotions by making provisions for how to deal with these complaints when they come is expedient in your business dealings. Customers will always complain no matter how great you products or services are, Today’s customers are more knowledgeable and sophisticated, it takes good knowledge of customer relationship management to sustain them after acquiring them and this is where your profits come from, Have a positive attitude towards customers, “Customers are Kings” and should be treated likewise,

2. Give Attention to Solving Customers Complaints – put in place a good feed back mechanism from customers and ensure complaints are promptly attended to and customer’s emotions well managed. Companies with Customer relationship managers / Customer service executives know the importance of managing customer’s emotions especially when it comes to meeting customer’s demands and expectations.

3. Show Empathy – no matter what the problem may be, and no matter whose fault it was, you must be able to identify with and understand the feelings and difficulties of your customer and take the responsibility for resolving the complaint. Always apologize for inconveniences on the side of your customers, explain what could be responsible for such inconveniences and your plans to solve the problem.

4. Compensate Inconvenienced Customers – A special treatment / compensation plan in terms of gifts or replacement of a faulty product will go a long way to recover a lost service or a dissatisfied customer, but don’t stop at this, also follow up on such customers, ensure the issue was resolved and find out if the customer is now satisfied with your service. This not only shows how much you care about your customer’s satisfaction, but it also strengthens your relationship with this customer.

5. Prevent Future Reoccurrence- Every complaint must be seen as an opportunity to improve on your products /services. Always act on every complaints and your business will keep experiencing a boosts on profits.

Nobody likes to deal with complaints. Indeed, most of us dread the task. We delay. Make excuses. Get a cup of coffee. Then another.

As difficult as it is, try to view complaints in a positive manner. They allow you to address issues that perhaps you didn’t know existed.

“Silent sufferers” just go away, whereas irate customers are looking for help, and probably want to stay with you.

A survey taken in a major industry many years ago established that customers whose problems with a product were resolved quickly demonstrated greater customer satisfaction and loyalty than those who had no problems at all.

These five steps can help you keep a customer coming back.

1. Deal with it quickly. Don’t let the phone message or letter simmer on your desk. Reply in some fashion the same business day.

2. Offer genuine regret in your response:

“I am truly sorry to hear that one of your processors arrived broken and inoperable.”

3. Briefly recap the situation to show that you were paying attention and understand the issue.

Avoid a flippant or condescending tone. Remember that your customer views this as a serious matter. Even if the person is flat out wrong, treat the complaint and customer with respect.

4. Offer a solution. Perhaps you can provide what the customer seeks. When you cannot, offer a viable alternative and explain why your approach is at least as good. Avoid blaming it on policies even if it’s true. Emphasize what you can do, not what you can’t.

“We have extended your warranty for another year at no charge.”

“You may enjoy an additional six months of membership at no additional charge.”

5. Provide a token to help soothe the sore feelings, such as a gift certificate to a theater or restaurant, even tickets to a sporting event. Here is where you shine: Few businesses take the extra step when resolving a problem.

Remember that a happy customer speaks to no one, but an irate customer tells ten of his friends. With proper care, you can turn a difficult and delicate situation into a positive one for you and your customer.

WORD TIP

HOPEFULLY

An adverb, hopefully must accompany a verb. It is used to describe a state of being or feeling. When used with the verb to wait, for example, it indicates a sense of patience or anxiousness:

“He waited hopefully for her flight to arrive.”

Most often the verb that’s needed is ‘hope’, which can be used in a number of ways, including:

“We hope the store will open soon.” (Not, “Hopefully the store will open soon.”)

“I hope to finish the project on time.” (Instead of, “Hopefully I will finish the project on time.”)

“She hopes she won’t have to file another application.”

Organizations are finding that their complaint tracking software is an important tool for building sustainable relationships with their customers and suppliers. In addition to using the data to strengthen weak spots within the organization, solid bridges to customers are being constructed as organizations provide in-the-moment solutions to common problems.

Complaint tracking software, traditionally used to collect, track and analyze data for the purpose of continuous quality improvement, now stands to serve as an immediate feedback tool for organizations to seamlessly serve customers. The immediacy generated by these tools streamlines both internal and external processes within organizations.

Increased communication within the organization is anticipated as part of a complaint tracking implementation, but not to the extent that it often occurs. Price discrepancies and shipment mistakes, for example, can be reconciled in accounting right away, rather than one of the departments finding out much later when everyone has all but forgotten the details of what happened. Organizational synergy is produced as the back office keeps pace with front line issues. Billing goes smoother, as do overall operations.

Customers benefit from the generated synergy – problems are solved quicker than ever by employees who are informed of what is happening throughout the organization.

Product delivery is another area that often improves due to increased visibility of data. Rapidly correcting any mistake is the first priority. Once problems are solved however, employees can begin looking for patterns that may need to be explored at another level. Preventative measures can then be taken to avoid future occurrences.

Everest – Customer Focused Quality is an efficient software application that collects and tracks customer feedback. Everest is designed to facilitate inter-departmental communication and customer responsiveness.

Many organizations have a complaint tracking system in place. It is full utilization of that system that makes a difference within the organization and with customers. Being customer focused is the first step. When an organization really cares and listens to what customers are experiencing they will find many ways to improve and customers will be sticking around to see it happen.

Customer complaints are never easy for small businesses. Many small businesses are run from a staff of five or less, which means a lot of heart, soul, and pure sweat goes into every order or service. So how can small businesses handle customer complaints without taking them personally?

The first step towards dealing with customer complaints is to acknowledge how the complaints make you feel. Once those feelings are acknowledged, it will be easier to look at the customer complaints from an objective standpoint. After all, customer complaints immediately put you, the small business owner, on the defense which makes it difficult to be objective. Customer complaints can also make you feel as though you have failed in some way. And finally, customer complaints can leave you feeling quite frustrated.

Since customer satisfaction is key to building customer loyalty and repeat sales, it’s important for you to make sure your customers not only feel, but believe, that their complaints are being taken seriously. When they feel as though you respect them, regardless of how petty their complaints may or may not be, they’re more apt to return to do business with you again and to praise your company instead of dragging it through the mud.

With that in mind, here are a few tips to help every small business owner handle customer complaints in a productive and non-offending way.

For online businesses:

You’ve just opened your business email and you’re confronted with a customer complaint, how do you handle it?

1. Let the initial shock take place as you read the email.

2. Once you’ve read the email, take a deep breathe and tell yourself, “Okay, there’s a problem here that needs to be addressed, but first I am going to step away from the computer for ten minutes and let the problem sink in. Then I’ll come back and look at it from an objective point of view.”

3. Walk away from the computer for at least ten minutes.

4. Go back to the email and re-read it again. Then ask yourself, “What exactly is the problem? How can it be handled? What would satisfy the customer without hurting my pocket-book or the company’s reputation?”

5. Write your thoughts down in a word document, check for grammar and spelling and then let it sit there for a few minutes while you read and answer a few more emails.

6. After you’ve give your response a cooling off period go back to the email and ask yourself, “How does it sound? Am I short-tempered with my words or was I apologetic? Did I offer a reasonable solution to the problem?” If you’re not sure, ask a business associate or friend to read it over for you.

7. Once you feel the email is ready to be sent, send it out.

8. Give the customer one day or two to read over your email and respond. If your customer has not replied, give him a call. Let your customer know that his (or her) satisfaction is very important to you.

For storefront businesses:

1. When a customer comes in with a complaint, always keep eye contact and nod from time to time-as if to say, “I hear you.” It’s important that your customer knows you are actually listening to his concerns.

2. Once the customer finishes telling you about his problem, apologize-even if you did nothing wrong. Apologizing for the inconvenience the customer feels lets your customer know you care and want to make him happy.

3. Resolve the problem as soon as possible.

o Can you handle the situation on the spot?
o Can you offer a refund?
o Can you offer a replacement item?
o Can you offer a partial refund (or store credit) if the item cannot be returned?

4. No immediate resolution in sight? Ask for the customer’s home and work phone number, first and last name, and best time to contact him. Let the customer know you will investigate the problem and get back to him within 24 hours. If you need more time, call the customer within that first 24 hours to let him know what you’re doing to resolve the situation.

Finally, notice patterns in customer complaints. If you constantly receive the same complaint from several of your customers, it’s time to re-evaluate the way you do things. By listening to repeat customer complaints, you can solve a problem that is ultimately costing you hundreds of dollars in sales thus increasing your business profits and ending repeat complaints for the same problem!

In the end it’s your customers who can make or break your business so treat them well. And remember, the time, effort, and cost put into serving repeat customers is minimal in comparison to the cost of finding new customers so take the time to listen to their complaints and then offer reasonable solutions for both parties.