Facing The Dissatisfied Customer

In retail business, it is inevitable that occasionally we found disgruntled customer. No matter how great your product or how committed you are to provide the best service to customers, there are problems that occur. You can diffuse the situation, save the sales and may even create loyal customers.

Customers complaint is not personal attacks

When a customer disappointed and upset, remember that it's not a personal attack to you. Let them talk as long as they need to describe the problem. Listen carefully! You can not fix what you do not understand, so be sure to ask enough questions to learn what is bothering them. By listening, the customer will realize that you are interested in their problems and he will eventually calm enough to discuss the situation in a positive way.

Empathize and apologize

Once you understand why customers are upset, then you should apologize. Even if you do not agree with their complaints, at least let them know that you are validating them and will find solutions. It may also separates the emotion from the issue. As a general rule, the expression of empathy for the customer should come right after the apology. Show the expression that you have really understood the problem.

Solve they problem

Your company should have a policy to prepare the people who worked on the front lines to handle customer service issues. However, not all situations are the same and therefore 'not all drugs should be as good'. Do everything to accommodate the interests of those customers. This demonstrates your commitment to solve their problems.

Learning From Mistakes

Dealing with any customer should become learning experience for the future. Customer feedback should be seen as an opportunity for change. Keep in mind that not all customers can be satisfied. Some people are just a "handyman complaint" and whatever you do will not change that. But all you can have from this situation will be very useful to deal with problems in the future. Continue to increase the capacity in which you have the authority.

Although customers are upset, remember that this is still within the sales framework. They make a purchase and you have their money, so make sure your response is timely and respectful. Customers with complaints really just want you to realize the problem and take necessary steps to fix it. Sometimes there is no substitution, discounts or free, but you can offer something that will make the sales go through. Even if you may lose this sales, you have made an efforts to win customers, and it helps sustain future sales.