8 Ways To Handle Customer Complaints

 It is often said that consumers are always correct – even if they are technically wrong. Because your customers are the reason your business exists, it's important that you listen to them when they have a problem. 

There are different reasons for the dissatisfaction of customers which may arise in the course of business. Some are major ones, while some can be resolved within the blink of an eye. 

It can either be a shortage of their desired wholesale products at your store or not getting a satisfactory solution for their needs. No matter what their concern is, you can help them out and it's much easier than you think. 

Also, whenever you come across a customer unsatisfied with your products or services, always remember to demonstrate empathy and patience. If you are not sure how to proceed further in that situation, keep reading. 

 Everything including your choice of words, body language, and your way of offering a solution impacts the consequences. How you answer is the difference between a delighted customer and one who chooses not to visit your store again. 

These steps can assist in providing a valuable solution to your dissatisfied customers and show them that you want to help, allowing you to reach a solution much faster. 

 Dissatisfied Customers Can Help Your Business 

Help Scout states, “At least one-third of customers consider switching firms after only one bad experience”. 

And it's estimated that bad customer service costs businesses more than  $75 billion every year. 

On the other hand, after having a favourable experience with a firm, 77% of customers would suggest it to a friend. So, you can change your customers’ unpleasant experiences into positive ones by responding fairly to their concerns. 

For example, you may offer a replacement for a damaged product, or if they are having problems with a specific product, you can recommend them a better one, etc. This way, you can start seeing the customer as a part of the solution rather than the issue. 

Avoid Arguing

It’s easy to tell someone they’re wrong but it is not the same case with customers. Humans make mistakes from time to time, but what matters most is focusing more on the answer than the problem. 

Remind yourself to be calm and listen to their problem. Put yourself in their shoes - try to imagine yourself in their situation. It will enable you to approach them with a welcoming attitude and they will feel heard. 

Move on to the next point as soon as they are finished briefing you about the problem. 

Investigate the problem

Just like a coin, a complaint too can have two different sides. Before getting straight into the problem and seeking a remedy, try to understand its cause.

It is possible that a customer may be trying to get something as an excuse for a negative experience in your store. Or sometimes, they may be genuinely confused about their expectations and what they got. 

Proceeding with all relevant facts is the right thing to address the situation. Try to get more clarity on the issue and then offer them a unique solution. 

Allow them to have the benefit of the doubt

Most of the time, the consumer is truly dissatisfied with a product or service and wants to be compensated fairly. But you must know that there is a thin line between keeping consumers pleased and being overly generous and damaging sales. 

Give them the benefit of doubt – perhaps they lost their receipt, or they didn’t check a product before buying. This will give them clarity on the problem and you will be able to proceed further with a solution. 

Gather the facts

Begin asking questions after the buyer is done expressing their problem. Avoid giving scripted responses and instead use this as an opportunity to start a real discussion with your consumer, which will establish trust. 

To assist you in understanding the issue, use open-ended inquiries to obtain as many facts as possible.  (instructive) 

 Apologize 

Apologizing is the best way that creates a mutual understanding between you and the customer. Avoid focusing on what or who triggered the issue. In certain cases, customers unknowingly make mistakes and it is normal to come across such instances.

When you apologize, it means you are taking ownership of their disappointment. This creates a positive image of you in the buyer’s mind. 

Conveying to your customers that you will do everything in your power to resolve the issue settles half of the matter at that point itself. 

Provide an effective solution

 Understand your role in providing the solution to what you can and cannot do. Don’t make a commitment you can’t keep, rather take responsibility for what’s under your control. Remember to be respectful and courteous when providing a solution. 

Inform the consumer of your willingness to take responsibility for the situation and outline the steps you will take to resolve it. 

Also, highlight the issue on your own to the staff instead of redirecting them to another employee. This will ensure that they wouldn’t have to narrate their inconvenience again to someone else who is better suited to resolve it.

Don’t forget to follow up  

After the incident has been resolved, consider how you might continue to assist clients who have complained. Having someone from high management contact customers one to two days after they've complained is one approach to achieve this.

If you have their phone number, call them to know if your suggestion was successful. They'll be grateful that you listened to their worries and didn't dismiss them.

Bottom Line 

Dealing with frustrated or unsatisfied clients seems dreary enough, but it is not the end of the world. In fact, assisting them in finding answers to their difficulties proves to be quite gratifying. 

Successfully resolving complaints will not only enable you to connect better with the customers, but also keep them as loyal customers, and grow your company. Every time a consumer complains, you will have the chance to reflect on how you may have handled the situation differently or better to earn their loyalty. 

If they have any issue with one of the wholesale products at your store, you can understand their requirement and suggest better alternatives - this will make a positive impression on their mind and they will think to visit your store more often.