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Understanding what your customer wants is what is the main point of any business. Every business, big or small, tries to provide customers with whatever they need and whenever they need them. However, there will always be moments wherein the customer will encounter issues and chooses to bring them up to the employees or even management.

One must learn to how to properly handle complaints in an effective and efficient manner. For example, if you happen to receive a customer complaint and you have no idea what to do, it may leave the customer unsatisfied. This may lead to the possibility that you could lose that customer’s patronage for good.

So to help you out, here are 4 practical ways to help you deal with any complaint that comes your way:

  • Listen to your customers. Listen to everything that a customer has to tell you. Even when you know you cannot solve the problem yourself, it is always better to hear the customer out. So if a customer comes to you with a complaint report and wishes to tell you all the reasons why he or she is displeased, then listen in and try to understand the customer. You might be able to find a solution that could make you and the customer happy.
  • Always be aware of your own body language.  The way you stand and even look at your customer can give a general idea of how competent you are. Always try to maintain eye contact when listening to whatever the customer has to say. Try to keep a smile on your face, and avoid showing any signs of irritation that shows that you would much rather not want to deal with the customer. Because if you do not heed this advice, you may just end up with an employee complaint regarding how you treated the customer.
  • Always apologize to the customer. Even when you know it is not your fault and the event was out of your hands, it is always best to offer a proper apology to the customer. A good example would be first apologizing in a proper manner, and telling the customer that you appreciate their patience. You can then say that you are trying to come up with a solution as quickly as possible to address the customer’s concern. Doing so shows the customer that you do care, and that you are doing your best to find the solution.
  • Offer the Customer Freebies. One of the best ways to deal with customer complaints that could have otherwise been prevented is to offer them any form of compensation. This could satisfy the customer and can ensure more future business. Examples of this include free desserts, gift certificates, merchandise and more.

It is always important for a business to find a solution to every registered complaint made by a customer. The success of any business depends on how well they are able to keep all of their customers satisfied, and give them what they want or need. Let these steps help you deal with the problems your customers bring you to maintain good relations with them.

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