Customers are utmost important in business. Without customers, or loyal customers, businesses are next to non-existent. Even if customers are wrong, they are “always right” as they are the “kings” to one business. Loyal and satisfied customers normally will spread their experience to the friends, thus, promoting the business by “word of mouth”.

How to tackle complaints or customers’ dissatisfaction in order to ensure that they will keep coming back to us? Follow these four simple steps. Most of the times it works;

Hear

Most of us are good in using our mouths than our ears. We are good speakers but poor listeners. In handling complaints listening skills are vital. Listen more, talk less! Try to understand the nature of the complaint. Let the customer to express what the dissatisfactions are all about. More often, complainants were just wanted to be heard. This will make them “feel good” as somebody is caring enough and willing to listen to them. Listen with anticipation, good eye-contact and proper body gestures. Ask details should you need more clarification. If required, repeat what they said to ensure their message were correctly interpreted.

Empathy

Try “putting yourself in their shoes”. What will be your reaction should the same thing happen to you. If you were they, what will be your expectation? Try to view the complaint in their perspective. Make them feel that you really understand their problems.

Accept responsibility

Somebody have to be accountable to the complaint. That will be “you” as the owner or representative of the business. That is the least that the dissatisfy customers need to know. Satisfy them first. They just need to know that somebody is taking the responsibility.

Take action

Proceed with the remedial actions. If you are unable to do it immediately, give a time-frame and inform the customer. Do not forget to update the customer the outcome from time to time. You are in a process of trust-building so the customer will keep coming back to you.

In addition, do not forget to use those “magic” word; “sorry”. If you are unable to accommodate to their needs, tell them how you wish you can help but you really can not. Impress upon them that you are trying you best to help. Give alternatives if you are capable of doing so.

Remember the four steps; Hear, Empathy, Accept responsibility and Take action (H-E-A-T). Do not let customer to “bad-mouth” your business with their word-of-mouth. Remember, they are kings and they are always right.

Azizee Rabu a.k.a kanjeex is an MBA holder. Novice but passionate in writing. More articles can be found at ;
http://dailyimprovement.blogspot.com, http://quityourjobforbetter.blogspot.com and http://kanjeex-anytopics.blogspot.com