Sandeep Kashyap
This shows how important customer service is. If you look with care, then this number provides a big opportunity for businesses. But this also means a slight negligence can lead to you losing out on this opportunity.
The thumb rule of handling a customer with a complaint is to never show fear. People are afraid of dealing with customers who come with a complaint. The reality is that irate customers can be the biggest source of business growth. Like Bill Gates has said — Your most unhappy customers are the biggest source of inspiration for your business.
The first step to win customer trust is to connect with them. This is where empathy comes into the picture. When a customer comes with complaint the first thing they expect is a human response. You need to make them feel that they are dealing with humans and not machines.
Many a time people come to you with a complaint. But in reality that complaint is not an issue, but some confusion about the product or service. This is where you need to smart enough to end their confusion.
Internet is the untamed beast, which if not handled well can break your business. People have more power to talk about their experience with a business than ever. Thanks to the rise of review sites anyone and everyone can see those experiences. A single bad experience listed by a customer on these sites can earn a bad name to your business.
The mantra to running a successful business is to make the customer feel special. So, last but the most important, thing is — ‘Never forget to thank the customer’. After all, they are taking time to share feedback about your business. Whether it is complaint or confusion, they deserve your appreciation. This small gesture can be the difference between a complaint and compliment.
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