HANDLING CUSTOMER COMPLAINTS -Nwakerendu Ike

Unhappy customers are bad news for any organisation.   It only takes one of them to shatter a perfectly good day at work for everyone. It only takes one of them to steer many more prospective customers away from you. Unhappy customers have their reasons.  Some don’t feel well, some have unrealistic expectations, and others may just have lousy dispositions.

The customer may not always be right, but he or she will always be the customer we want and we need.   So we need to take control of customer complaints and turn them to our advantage.

Tips on Handling Customer Complains

  • Do not let time lapse and make things worse with your avoidance. Approach them, once you hear of the problem.
  • Listen Intently: Listen to the customer, and do not interrupt them. They need to tell their story and feel that they have been heard.
  • Thank Them: Thank the customer for bringing the problem to your attention.
  • Apologize: Sincerely convey to the customer your apology for the way the situation has made them feel. This is not the time for preachy reasons, justifications or excuses; you must apologize, especially when your organization is responsible for the problem.
  • Seek the Best Solution: Determine what the customer is seeking as a solution.
  • Reach Agreement: Seek to agree on the solution that will resolve the situation to their satisfaction. Your best intentions can miss the mark completely if you still fail to deliver what the customer wants.
  • Take Quick Action: Act on the solution with a sense of urgency.
  • Follow-up: Follow-up to ensure that the customer is completely satisfied, especially when you have had to enlist the help of others in delivering the solution. 

Conclusion

Problems happen. It is how you honestly acknowledge and handle them that counts with people. Customers will remember you, and happily give you another chance to delight them when you choose to correct problems with the very best you can offer, proving you value them and their businesses.

 

 

 

Nwakerendu Ike is a Communications professional with over a decade experience in managing corporate communications and customer service. He is also a communications scholar with several articles in the area of development communication.
Ike is also a relationship mentor, and a blogger.

5 Easy Steps To Prepare For Your Professional Exam

Be Psychologically Ready – Most times you need to prepare your mind before you can even go into an exam; your mind is the key to unlocking your inner strength for studying. Studying can be difficult when you are not ready for it, you need to tell yourself that ‘I must prepare for this exam and  set time for that.

Fix Your Exam Date and Pay For It- Book for the date so that you can’t change it.  This has helped me, because when I remember that the date cannot be changed and that I have paid for it, I become more serious about it. I am compelled to plan so that the money is not wasted. It helps you think about getting value for your money.

Draw Out Your Study Plans– It is good to study to the way you easily comprehend’ Most people have different study styles and study time; don’t try to read in the night if you are not that kind of person otherwise you will be frustrated. Also don’t force yourself to study for 10 hours when your assimilation threshold is 5 hours. Many people deceive themselves because they want to impress people that they can read or actually read for 10 hours. Don’t read to cram, read for understanding; what you cram can easily be lost but what you understand becomes part of you. If possible join a study group or form a group of people preparing for similar exams and share idea, this is very effective.

Practice Questions – It’s very important that you practice questions, look for exam dumps both online and printed, try as much questions as you can. Ensure that any unsolved or failed questions you encounter during practice is solved before your exam, there is every likely hood you will encounter such questions in the exam. Don’t be too hard on yourself if a concept is becoming difficult for you to understand, either you look for someone to assist you or research it. Google is your friend, when I was preparing for my PMP I got some useful answers on google.

Be Confident – Be confident of yourself and trust God to help you. Sometime due to overconfidence you can blank out in exam. During my last professional exam, I was blank the first 5munites, then I got an incline within me to relax my brain for 5munites and after that I prayed silently “God I need your help”. Most times we are so confident of ourselves and forget that God has the power to make all things work out fine for us. Most times we trust in our preparedness and level of knowledge, but your preparation can fail you. So trust God in all situations.

Go and be successful.

Images from: google images