{"id":9601,"date":"2012-07-23T12:30:57","date_gmt":"2012-07-23T16:30:57","guid":{"rendered":"https:\/\/smarttan.com\/news\/?p=9601"},"modified":"2012-07-23T11:17:44","modified_gmt":"2012-07-23T15:17:44","slug":"rules-for-responding-to-customer-complaints","status":"publish","type":"post","link":"https:\/\/news.smarttan.com\/index.php\/rules-for-responding-to-customer-complaints\/","title":{"rendered":"Rules for Responding to Customer Complaints"},"content":{"rendered":"

Make amends with disgruntled customers and ensure that you will retain their business with the help of \u201cThe Six Golden Rules of Satisfying the Unhappy Customer\u201d from AllBusiness.com. With a limited number of potential customers in your area, there\u2019s nothing more important than maintaining the clientele you\u2019ve already secured. A client saved is a client earned! Use these rules to rectify a damaged customer relationship:<\/p>\n

    \n
  1. Listen with understanding and sympathy.<\/strong> The customer\u2019s first impression of you is vital for gaining cooperation. It\u2019s important to show a sincere interest and willingness to help. Defuse anger and demonstrate concern by saying something like \u201cI am sorry you have been convenience. Tell me what happened so I can help you.\u201d<\/li>\n
  2. Take responsibility.<\/strong> Even if the issue at hand wasn\u2019t your fault, take full responsibility and try to solve the problem as quickly as possible.<\/li>\n
  3. Paraphrase and repeat.<\/strong> Make sure the customer knows you are listening and trying to understand their problem. Whenever you hear an important point, say something like \u201cLet me make sure I understand. You were promised delivery on the 10th<\/sup> and you did not receive the product until the first of the following month. Is that correct?\u201d<\/li>\n
  4. Find out what the customer wants.<\/strong> You can\u2019t find the right solution without knowing what the customer wants. Is it a refund, a credit, a discount, or a replacement?<\/li>\n
  5. Propose a solution and gain the customer\u2019s support.<\/strong> Listen to the customer\u2019s request and state your solution in a positive manner: \u201cI will be happy to give you a full credit for it or other merchandise. Is that acceptable to you?\u201d Act promptly when a solution is agreed upon.<\/li>\n
  6. Never let the customers lose face.<\/strong> If the customer doesn\u2019t agree to your solution, ask what they would consider a fair alternative. If you can\u2019t meet this request, say so, but never say the customer is wrong and never get into an argument with the customer. Sometimes all the customer really wants is for you to hear and respect his or her point of view.<\/li>\n<\/ol>\n

    Click here to read the entire article from AllBusiness.com.<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

    Make amends with disgruntled customers and ensure that you will retain their business with the help of \u201cThe Six Golden Rules of Satisfying the Unhappy Customer\u201d from AllBusiness.com. With a limited number of potential customers in your area, there\u2019s nothing more important than maintaining the clientele you\u2019ve already secured. A client saved is a client […]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-9601","post","type-post","status-publish","format-standard","hentry","category-news"],"yoast_head":"\nRules for Responding to Customer Complaints - Smart Tan News<\/title>\n<meta name=\"description\" content=\"Make amends with disgruntled customers and ensure that you will retain their business with the help of \u201cThe Six Golden Rules of Satisfying the Unhappy Customer\u201d from AllBusiness.com. With a limited number of potential customers in your area, there\u2019s nothing more important than maintaining the clientele you\u2019ve already secured. A client saved is a client earned! Use these rules to rectify a damaged customer relationship:\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/news.smarttan.com\/index.php\/rules-for-responding-to-customer-complaints\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Rules for Responding to Customer Complaints - Smart Tan News\" \/>\n<meta property=\"og:description\" content=\"Make amends with disgruntled customers and ensure that you will retain their business with the help of \u201cThe Six Golden Rules of Satisfying the Unhappy Customer\u201d from AllBusiness.com. With a limited number of potential customers in your area, there\u2019s nothing more important than maintaining the clientele you\u2019ve already secured. A client saved is a client earned! 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