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CUSTOMER COMPLAINTS TO CHANGE YOUR ASSET

Dealing with angry customers, will take a lot of time and energy. It is also a major cause of stress at work. To be able to handle angry customers, there are some important points you should consider.

1. THIS IS NOT A PERSONAL ISSUE.

Customers are angry at you, not because of personal problems. They are angry at you, because you are part of the company that they deem not provide proper service. It is important for you to bear it, to keep you not provoked emotions that make the atmosphere become out of control. There is a good idea to observe the motion of the body of your customers. Someone who is angry, will display certain body movements, such as restlessness, flushed face, clenched fist, continued to stare or even avoid eye contact, and others. When you observe these signs, you can prepare when he approached you. Often the situation becomes out of control, because a person reacts too quickly to anger someone. This caused anger he did not expect that customers will happen, so he never got to be ready. If you see a customer with signs of anger as mentioned above, you are mentally prepared to always remember that you CAN control the situation and you have to control yourself. If you follow angry, then you will exacerbate the situation.

2. UNDERSTAND WHAT CUSTOMERS REALLY WANT

An angry customer wants the problem solved. This is only half true. Indeed, they want the problem addressed, but they also want to be understood and heard. They want to channel anger or irritation. A common error is to immediately fix the problem, without listening to and trying to understand why customers become angry. Then what will happen? Customers are still so angry that you are not listening, or are not ready to work clearing the problem. So the common mistakes that are too fast to handle the problem before the customer is “ready”. This causes you to have to explain or ask the same question repeatedly because it is the customers are not ready to listen to you. Listen and show sympathy for your customers, before you start handling the problem.

3. DO NOT BE bureaucratic
In the face of customer anger, do not be stiff / bureaucratic. You must show that you are someone who is trying as much as possible to handle their problems. Speak in a friendly tone. Do not speak in a monotone that shows that you are not interested. Call customers by name, and introduce yourself at the right time. Listen to greeting customers. Repeated his words, to show that you are listening. However, do not interrupt the customer greeting before she finished. Do not just give the answer “It is our policy”. You should also explain why or what the policy objectives were taken.

Dealing with anger and customer complaints well can turn them into assets for you. To remember, the majority of customers who complain are loyal customers who care about your business. Those who want to take the time to complain are those who would use the time to tell you that something is wrong in the product, process or your communications. Customer has issued an effort to contact you and tell how the product, process or your communication does not match their expectations. This is an opportunity for you to express our appreciation for those who have contacted you, and to make internal improvements. If you are able to resolve the problem from a customer complaint, you may also help many other customers, including those that do not contact you. Loyal customers believe that you know what is wrong to then justify it. Loyal customers give you the opportunity to fix the problem. If a customer complains, usually there are several other customers experiencing similar problems. If a customer who complains is angry, it’s a sign they were disappointed. If there is another customer who was disappointed but did not contact you, meaning they have no faith in you. It’s almost certain you will lose them. But you still can retain your customers loyal enough to provide an opportunity for you to respond.

All you have to do next is to improve your customer, then repair the problem. The main priority is to understand the personal effect of the problem to your customer. Perhaps your customer frustration caused by because he felt cheated, or other things that a side effect of its main problems. Listen carefully, to determine how to best meet their needs.

Once you understand the root causes of customer complaints, you can make improvements so that it does not happen again in the future. This is an opportunity to improve your customer satisfaction exponentially! If you can not eliminate the problem, at least you can use your experience to prepare an adequate solution for other customers who have the same problem.

How much money do you spend on advertising, marketing, and sales efforts to attract new customers? How much you are willing to invest in your customers who already have problems as you, but still trust you enough to take care of them?

Keep your loyal customers who take the time to complain. Use the resulting experience to correct mistakes, and plan a response.

As Bill Gates said “Your customers are most unhappy are your best source for learning”.