According to last post “Are Customers Always Right?”, this let me think about how to handle customer complaint to improve customer satisfactory. How do you face criticism? If you observe other people, you can find most people from the subconscious still confront criticism with “defensive view”, even “revengeful view”. In other words, most people are not pleased to receive complaint but kick it back to customers. It is hard to deal with customer satisfactory well without changing your point of view.
Feel the same way
Before customers come up with complaint, we need to figure out they should have suffered torment. You have to realize what their torment was and try to accept their complaint.
There is no absolute right or wrong answer for most complaint cases. Nevertheless, if you can notice your responsibility from customers’ complaint and take charge of it, a turning point would appear and you can intermediately moderate customers’ mood.
Turn defeat into victory
After taking charge of the complaint, you have to find out the real complaint reason and then remove the problem for experience and improvement.
Is it ridiculous to thank customers for their complaint? Not really. You have to thank them because they point out your business issues to improve the quality of products and services. Afterwards, thank them and ask them to check the renewed products and services. And this causes the real business improvement cycle.
Treating customers’ complaint as expectation and concern instead of noise and threat must become daily chores to originate chances. It is a main trend for business to face new challenges and I hope more business can create opportunities with whole new perspectives.