How to resolve a customer complaint

Here is your Daily Dose of Amazing Service:

Fix a customer complaint by asking the customer what they want. Then do a little more.

And here are some additional thoughts on this topic…

Too many companies fail when it comes to fixing complaints. They either do nothing and hope nobody notices. Or they immediately go overboard and offer things the customer has no interest in. Both of these can push your customers away.

When a customer has a complaint, apologize, assure them it will be resolved in the future and ask them how you can make it right for them. Most customers want nothing more than the apology and assurance. They’re not looking to rip you off.  (If they do ask for  something completely unreasonable then politely decline and offer them something more fitting. If they don’t come back they’ve done you a favor.)

Once they tell you what they want as compensation, give it to them. Then do a little more. Find a way to offer something extra. Don’t overdo it or you risk embarrassing them. But doing a little extra is a nice way to show them you care. And your customers will notice.

The article was written by Kevin Stirtz