September 11th, 2011 
jvremec
How to Handle Customer Complaints
Fifteen years ago I had a complaint at a very well known Italian restaurant in Minneapolis. I still remember how badly the employee responded to my concern. In fact, I’ve used it in my customer service seminars. It shows the power we all have to give our customers a memorable experience.
Here are some rules I teach in my seminars to help people handle customer complaints. If you and your staff follow these rules you can turn unhappy customers into loyal cheerleaders for your business.
Give them your complete attention. Don’t multi-task. Don’t “half-listen”. Write down what they are telling you and get specifics from them. Then confirm that you understand. Focus only on them.
2. Let them vent.
Don’t interrupt. Don’t explain, defend or justify. They don’t care why the problem occurred and they don’t want your side of the story. They are angry and they want to vent, so let them.
3. Apologize and mean it.
This is often hard especially if you did not cause the problem. When you apologize in this situation you are not necessarily taking blame for causing the problem. You are apologizing for the customer having a bad experience. Put yourself in their shoes. Be sincere.
4. Ask them how you can make things right. Then do more.
Too many employees have either no response to complaints or a generic, stock response, like taking money off the bill. But that risks making the customer even more angry if that’s not what they want done. In fact you might even offend someone by offering them a discount.
A better strategy is to ask them what they want. You have be genuine and polite. Most people don’t want much. They usually just want you to listen. But whatever they say always do it and more. For example, if they ask for their meal free your response might be
“Mr. Smith, of course your meal tonight is on the house. But I’d also like to buy you and your family dinner the next time you join us. Would that be okay?”
5. Assure them you’ll fix the problem
Because you listened and you confirmed their complaint you know why they are upset. Take the next step and assure them you will take action to prevent it from happening again. Otherwise, why would they come back? (By the way, you need to fix the problem too.)
6. Thank them
Without direct customer feedback we have no idea if we are delivering the experience our customers want. When they tell us we have failed they are offering priceless information on how we can improve our business. They are telling us what we need to do to keep customers coming back. So thank them for their help. It’s a rare customer who will take the time and effort to offer feedback. Thanking them will go a long way toward winning them back.
If your employees handle every customer complaint using these steps, you’ll keep 99% of them coming back. You’ll have a healthier business because it keeps getting better. And we all know happy, loyal customers are the foundation of a healthy, sustainable business.
About the author: Kevin Stirtz is the Amazing Service Guy. He is a customer service speaker and trainer who helps companies increase revenue and profits by delivering Amazing Service. Kevin has spoken to thousands of people across the USA and in Europe about how to improve customer service. Get a free copy of Kevin’s Amazing Service Toolkit at: http://amazingserviceguy.com
Source: http://www.isnare.com/?aid=283255&ca=Business+Management
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Customer Service?
Does anyone know where I can take an affordable customer service class, course, or seminar in San Jose or online. Thank you (=
you really don’t need a class.
simply remember the 2 rules of customer service:
1. the customer is always right
2. in the unlikely event the customer is wrong, see rule 1
Good luck
Any suggestions for movies and/or movie scenes that make a point on customer service?
Want to get some clips together for a seminar on customer service – any recommendations welcomed!
The scene in Terms of endearment where Debra Winger doesn’t have enough money for the groceries and her youngest son gives back his candy bar, so she goes to put back the older boys lolly as well but doesn’t because he carries on so much, and the mean cashier says, “We’re goin’ backwards here…” That is a really good example of what not to do in terms of customer relations. It’s particularly nice when John Lithgow tells her, very politely under the circumstances, how very rude she is and helps Debra Winger pay for her shopping.
Does anyone know of seminars in Atlanta that have to do with customer service?
I’m look for a seminar to sharpen up my skills on customer service.
Take a look at any of the local Chamber of Commerce websites. While I can’t say what they all offer, the Cobb County Chamber of Commerce offers a lot of great monthly meetings and seminars on a wide range of topics. I attend several of them every month for networking and training.
I am starting a business…It is customer service training company, what is the best way to market?
My company will be providing customer service seminars/workshops, also interview seminars to better prepare a candidate for an interview, and also resume services.
I would think you could get a tremendous of leads through local job recruiters. If you offer them a small fee for each referral they will send you both candidates for your resume service, and a list of companies in your area with contacts. Be prepared to give a presentation to these companies explaining the benefits of your service with direct correlation to the impact they can gain to there bottom line.
Online customer service/business/marketing seminars or workshops?
I am looking to find and take some online workshops/seminars. I am looking for different aspects of customer service, business, and Marketing/Advertising.
I have found a website http://www.mindleaders.com which seems insightful but only has the customer service side of things.
Anyone know of any others of tried any of these online courses?
I have a good job and just want to further my skills and build a more impressive resume.
http://www.squidoo.com/legitworkathomejob
Take a look at my site, I think you should check out wealthy aff. its a great program that will teach you exactly how to make money online!
Good Luck and Hope it helps!