Categorised | Small Business

From Petty To Regretty: Dealing With Customer Complaints

It’s easy to deal with customers when you first start your business. Of course, you will probably be nervous, as you may not have done this sort of work before, but you will also get to rest assured that no one has any complaints. Instead, they will simply want to know about your products. As time goes on, though, this can change, with it being impossible to guarantee that everyone will have a good experience when they opt to use you. To help you to avoid the fallout which can come from this, this post will be exploring some of the issues which you need to avoid when you’re dealing with customers.

Indulging Arguments

When people expect to get something from you which they don’t get, it can be very frustrating for them. Misunderstandings can easily arise, giving way to people feeling like they’ve been short changed. In this scenario, people will want to argue as much as possible, and this is usually thrown at the business. Indulging people in this is a very big mistake, often giving them a lot more to shout about, and making your company look unprofessional. To ensure that your employees follow the right process with this, it’s important to ensure that they all know how to talk with customers, simply letting rudeness and contention slip by.

Refusing Support

Once someone has bought something from you, it’s easy to feel as though the transaction is completely finished, and you don’t have to worry anymore. In reality, though, even if the law doesn’t dictate it, it’s very important to make sure that you always look after your customers going into the future. For example, if someone has a product which breaks, but they’re rude to you about it, you should still give them the help they need. If you fail to do this, word will quickly spread that you don’t care about your customers. This is a very bad reputation to build when you’re first starting out.

Breaking The Rules

Finally, as the last area to consider, it’s time to think about what might happen if you actually break the law in this process. When you refuse to take a return during the required return period, for example, customers will have good reason to take action against you. You’d need a business lawyer to help you with this, often costing far more than simply giving the customer what they want. Of course, this can get more serious if you’re not careful, making it worth talking to a professional when you are unsure of what needs to be done to protect your company.

With all of this in mind, you should be feeling ready to take on the challenge of customer complaints. A lot of people struggle with this sort of work, finding it hard to know what they need to do when someone comes at them with a problem. In most cases, it’s best to simply give people what they want, as long as it isn’t unreasonable.

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