When we envision our businesses and put our plans to work, we often focus on what we can do and what we can provide. However, no one is perfect, and companies are even less so. This is why, at some point in your operations, you’ll encounter concerns from your customer base.
Since this is practically a given, you need to be able to handle them effectively. Here are some suggestions for you on how to do it.
Have a Working System in Place
From the time when you’re planning your business, you would want to start already working out a process to follow should you have a customer concern. Having a system ready helps you save on time and trouble and helps your staff handle problems with confidence.
For example, if you offer deliveries of your products to customers, then you can very well use reverse logistics principle and technology to handle any returns easily.
Be Quick to Respond
Often, customers that let you know their concerns would appreciate it if you attended to their needs promptly. You don’t have to hurry and panic, as this will make you mess up even more, but you do need to be responsive and straightforward, but still sensitive.
This means that you should not only attend to their inquiries on time but also go straight to solving the problem.
Listen Carefully
Customers also like it when they see that companies listen to what they have to say. When you train your staff, avoid making them give template responses. Customers are familiar with that now and will take it as a sign that you’re not actually out to hear them out.
Instead, have them learn attentive listening and instruct them to genuinely apologize to clients when the company really is at fault.
Provide Options
Companies often only give a one-size-fits-all type of solution to problems in an attempt to make handling concerns faster. However, we all know that there is more than one way to resolve an issue. So why not give them choices on what you can do so that you’ll be able to serve your customers better.
This will also make them feel that their opinion is valued and that they have a say regarding their solution.
Learn From the Experience
There may be times when you get the same kind of complaint from different customers. If you’re experiencing this, then you might want to find out if you’re actually repeating a certain mistake and take steps to solve it. Those people who are not complaining but are bothered by it will come to appreciate it.
Also, your company will be able to run smoother in the process, leading to more business.
The ability to handle and resolve customer concerns effectively is a skill that you and your staff should have. They might seem like a discouraging reflection of your company’s performance, but if you think of them as stepping stones, then you’re all the better for it.
Everyone makes mistakes and commits errors, but how you deal with it makes the difference.
