Thought for the Day No.19

I believe many of us have heard these phrases
"Customers pay our salaries and bonuses - we must treat them like gold"
" It costs 3 times or more to find a new customer than to retain the existing one"
"Customer complaints are genuine most of the time"
"Better for customers to complain instead of keeping quiet and going to the competitor"
"We welcome customer complaints - otherwise they will complain to their friends"


Customer complaints can become stumbling blocks or stepping stones - it all depends on how we perceive them and deal with them.
Remember, we get paid according to our ability to solve problems.
Hence, it is definitely important to handle customer complaints effectively.


What is a problem?
A simple definition - A problem is the difference between what the customer wants to happen and what actually happens


The following 4-step approach is helpful:
1. Understand the problem
2. Identify the cause
3. Discuss the possible solutions
4. Take action - Solve the problem


Some Do's and Dont's
Do listen attentively,
Do put yourself in his/her shoes,
Do remain objective,
Do discern facts from assumptions,
Do remain calm and patient and allow venting
Do ask questions
Do take "ownership"


Don't deny responsibility
Don't blame - especially the customer
Don't argue
Don't attempt to prove him/her wrong
Don't be defensive
Don't make "empty" promises


For Business Growth:
"Customer complaints are signals to the company saying -'I still want to do business with you but please improve your products and services'"


For Personal Growth:
"Instead of pointing a finger - hold out a hand"