Acknowledge The Customer's Complaint
By: Karon Thackston
Have you ever gone to the store to complain about an item that broke after one use?
Or maybe, when you started to assemble it, all the parts weren't included. As you stand there explaining your story to the "customer service" person, you noticed he is just starring at you. No emotion, no expression, just starring. Once you're finished… without saying a word… the clerk slides a return slip across the counter and says, "Sign here". Ohhhh kayyyy, evidently that guy is in a real lovable mood! Acknowledge your customer's complaints. Think about how you would feel if you were in his shoes. Even joke around a bit if the situation calls for it. "It broke after one use? You're kidding! Oh, I bet you were upset. I know it would have made me mad. I'm sorry that happened. Would you rather have an exchange or a refund?"
Express concern. After all, who wants to spend time and money with a company who doesn't care about you? And if customers don't spend money with us, we can all close up and go fishin'.
Be sure to validate the customer when they have a complaint. At least they gave us the opportunity to fix our mistake.
