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Receiving Complaints

Every business will inevitably receive complaints about its product or service. How your company handles these complaints will often times determine if that customer will do business with you in the future. Not only is it an opportunity for your company to show exemplary customer service skills but it’s an easy way to measure the performance of your people, and products.

When a customer purchases your product, or service they have expectations that needs to be met. If the product doesn’t work correctly or the service is sub par a few are likely to complain. When a compliant is received it should be followed up on quickly. It’s also a good idea to check on your business process to see if problems like this could be avoid in the future.
 

Solving the Problem

To solve a complaint you need to listen to the customer, and offer a resolution. It might be to give money back, exchange a product, offer store credit, or perform a repair. This is often done to assure repeat business from the customer in the future.

Dishonest people

It happens to every business that believes the customer is always right. You will run across some dishonest people who are more than willing to take advantage of your excellent customer service. It could be as simple as complaining about the food they are eating, or retuning a dress that has already been worn. In either case it can be difficult to tell if the complaint is real or not. Some businesses are addressing this by keeping a track record of complaints. If you run across habitual offenders don’t honor their refund, or exchange.

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The Benefits

Examines your business process – Complaints can be helpful if they addressed the right way. If your company learns from its mistakes you can improve the flow, and consistency of your product or service.

Happy Customer – Who doesn’t want a happy customer? If they are happy they’ll reward you with repeat business.

Saves Future Customers – Most people don’t complain. If they aren’t happy they will stop using that company, and tell everyone they know not to use that company. These word of mouth complaints can be the most damaging.  

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This information is compiled and provided by George S. May International Company.
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