Tackling customer complaints smoothly

Listening to and acting upon customer complaints can make a significant difference to a company’s bottom-line. It is important to understand that customers dissatisfied with a store or a product do not always complain, they just stop patronizing the concerned store or switch to another product. A high percentage of customers who switch stores do so for good and those that complain often move away if the complaint is not handled properly.

A salesperson who can succeed in making a dissatisfied customer comfortable during the registering of the complaint is on his way to finding a smooth solution to the problem. crm-daily.com says:

After you have received a complaint from a client or a prospective client the first order of business is to determine whether or not the complaint is justified. Is the product defective? Was the service rendered unprofessionally? Be honest with yourself as well as your customer. You will both sleep better for it.

Go to: Transforming Complaints into Customer Loyalty