Not every time you get happy customers, everyone in business has to deal with an upset customer or even angry customer. Customers’ complaints are the point of view of services they want to receive from us and is the key points that we can improve our services.
Customer’s satisfaction is not enough in today highly competitive business environment, we need to positively delight customers if we want to earn their loyalty and attractive potential customers. The ability to effectively deal with customer complaints provides a great opportunity to turn dissatisfied customers into active promoters of the business.
Some tips of dealing with clients Face by Face
- Smiling before you talk
- Eye contact – always look into your customers’ eye when you are talking or listening
- Be attentive – let the customers talk, listen attentively, never look around while your customers is talking. Slightly lean towards your customers and nod your head to indicate you are listening
- Apologize to the customer but also assure them you validate their concerns with unsatisfied customer
- Do not argue and do not interrupt with angry customer
- Do not lose your self-control – maintain a neutral tone of voice and control your emotions. If you stay relaxed, customers will calm down
- Get to the problem – Listen actively for the reason behind the customer’s complaints. suggest a solution but never make promise for anything you are not able to do
- Remember that it’s not personal when dealing with rude customer – keep rude comments in the perspective of your job and don’t take the customer’s comments or actions personally.
- Help the customer in solving the problem- suggest alternative possible solutions if you could
- Follow-up all the customers with issues or without issues
