We hear the line ‘put customers first’ in every business as the customers are the reason your business keeps on existing. Nobody likes to receive complaints but in a business complaints can be used as a way to improve your business and satisfy your customers by giving better service. Customer feedback is what helps in improving your business as your product and services are for your customers and clients therefore it is extremely important to keep your customers happy and serve them with quality. Take care of your mistake and act responsibly so your customers put their trusts in you. You will find loyalty only if you serve your customers with uttermost care and pay attention to all their complaints and needs.
Here are some tips on how to handle customer complaints easily:
Treat every customer with care. Pay attention to each customer and the problems that they are facing. Treat their problem as an individual problem do not behave like another customer have complaint this before and take it lightly. Let them walk you through their problem, do not interrupt and do not be in a hurry.
- Step into their shoes
Try to think from the customer’s’ point of view so you can understand them better. Showing empathy will gain you more trust from the customer and they will deal with it with patience. When you put yourself in the place of a customer you will be able to understand their problem better and will be able to attend to their problem in a way they want it to be understood.
- No blame game
Do not blame the customer whatsoever. If the customer is at fault and has misunderstood certain instruction explain it to the customer about the instructions in a proper manner and try to be calm without blaming them. Just attend to the problem and re-instruct the customer if the instructions weren’t clear and explain them why it is that way.
- Apologise sincerely once you have heard all the complaints.
- Suggest the solutions to the customer but also ask the customer for an acceptable solution that they want.
- Solve the problem professionally but also give a personal touch and solve it as soon as possible. Delay will only increase the size of the matter. Get someone to solve it if you aren’t capable of doing so but do not leave it unattended.
- Ask for customer’s choice of solution and work accordingly if customer gives out a suggestion for a solution.
- Service feedback
Ask for customer’s feedback on the service provided due to the mistake or the problem caused to them. Get to know if they are satisfied with the service and the solution provided and apologize and promise the customer that it will not happen again.
Reach Accountant is an accounting software that also has a CRM software which is made for customer relationship management. Using CRM you can contact your current and future customers and clients in a simple way. You can store all your contacts and track and record the status of each customer. It can manage business contacts, clients, marketing and sales lead easily. Some of the features of Reach CRM software are:
- Lead management
- Mobile app
- Sales team collaboration
- E-mail integration
- Territory management
- Bulk sms and email
- Cloud call integration
- Reports and dashboard