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How to response customers' complaints?

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Copy Right 2003 Arakkal. M. Sebastian mailto:sebastianam@sabic.com http://www.geocities.com/sebynisha

The following are some tips to welcome customers' complaints,

1. Apologize

Saying "We're sorry" is an important first step to let customers know you care when they have a problem

2. Don't use excuse

It's company policy." No phrase is more frustrating to customers than to be told they won't be listened to as an individual. The only policy your company should have is "We do our very best to solve every problem. We want our customers to be completely satisfied."

3. Recognize Complaint

Complaints is an opportunity, not a confrontation. Only 20%-50% of customers with problems will tell you. Those who do are giving you a chance to improve your company and create a stronger bond with them. If you handle a complaint well, you can turn a dissatisfied customer into a customer for life.

4. Encourage feedback

Make it easy for customers to let you know how they feel.

5. Many employees get in trouble because they use misleading or confusing messages and over promises to the customers. This is bad business, often illegal, and a sure formula for complaints.

6. Don't blame the customer

You ordered the wrong thing." "You didn't follow directions. " Even if the customer is not always right, they always believe they are. When you blame a customer, they see it as a personal attack.

7. Admit your errors

Admit your errors and solve the problem. Every man makes mistakes; you will too. So don't take complaints as personal attacks. Just be determined to get to the root of the problem and make it better for the customer. If something is wrong, fix it.

Excellence is not a destination; It is a continues journey that never ends

About Author: Arakkal. M. Sebastian is a successful, internet business owner. Performs as a sales rep of SFI company and sale its major products and services such as e-commerce solutions, internet service providing in US and Canada, domain name registration, and other services to start successfull online businesses with excellent customer support! Please visit: http://www.geocities.com/sebynisha

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