Angry customers - what can we do with them

"You are the worst company was purchased!" - Writes the client. Sorry, bossss! What should I write again?

Very difficult to select words when some customers angry and complain about the company. Learn more about insight.

Everything was going well when it ends well. Even finished make sure you do not panic, no matter how it seems. Customers just want you to do your best when they complain. We can see things that you might miss and every complaint and give you an idea of ​​how to improve your business. Here are some tips for dealing with complaints:

• empathy, and comes with them - which means he must acknowledge the feelings of the person (you do not agree with them to do so). In practice NLP and this is called "building a relationship." For example, you can say, "I understand how annoying it can be ..."

• Do not defend yourself - Are you sure you want to say something to defend yourself - no! Getting defensive will not help. The question is not who is right, it is helping customers save disappointment and frequent purchases.

• take responsibility - it does not matter if you are guilty of a complaint or not, you still represent your company. Therefore, you must take the "blame." By doing this, you insist on trust in the company and reliability. If you can not deal with this issue alone, is sure to deliver the customer off elegantly.

• make commitments - that way to reassure customers that do something within a certain period of time. You have to remember your actions clearly, for example: "Our team will come to your place tomorrow at 15:00."

• Provide supply before requesting a refund - that is what most customers say in case of dissatisfaction: "We want our money back." But it's less than what you want, because it leaves the customer disappointed in your network. You will be smarter and offer them something of value for effort and time before requesting a refund.

• put more effort - every company can do things the usual way. We're sure you can come up with something more than that. After all, customers complain wants you to be better, and you can use it to prove that the interaction possible.

• lead by example - be sure to do what he has promised.

• Monitoring - checking with them after a certain period. Contact them up or email them and ask them if they need anything else, and if the order in which they were working properly. In this way, show them that you care and can also lead the mouth.

Ultimately, we will use statistics as evidence: it shows that nearly seven out of ten people complain to deal with you again if you resolve the complaint in their favor.