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The Customer Is Always Right, Right? New Rules to Handling Customer Complaints
In today’s business world, this old axiom may not be entirely true. According to Inc.com, this may be because today’s best customer service isn’t something that can be easily faked. Customer service and handling customer complaints should be a more personalized experience within a startup. Just take a look at Zappos.com. They use customer service as their biggest feature, and it really, really works! So let’s take a closer look at the business of customer service so you can improve your handling of customer complaints and continue to grow and improve your business.
1. Act like a teenager again – break the rules
Here’s your chance to feel like your 15 year old self again – customer service gives you the opportunity to be reckless yourself and break some rules! When a customer has a complaint, they don’t want to hear a recitation of your company’s return policy. Instead, they want to be treated like an individual, not just another number. Therefore, from time to time, you will have to break your own company’s rules and guidelines. Sometimes bending the rules will ultimately cost less than losing a valuable customer. What’s even worse is if that particular customer leaves and relays a negative story about your business. So don’t be afraid to break a few customer service rules.
2. Act like a parent – Limit options
When you take the kids to the grocery store, they always seem to want everything; from outrageously flavored Go-Gurt to an Elmo rotating toothbrush. In order to avoid a tantrum in the middle of a grocery store, most parents limit their children by saying, “Okay, you can choose A That’s what we have to do with our customers. Overly demanding customers can hurt your ability to grow a valuable business, so be sure to give your customers limited options. Don’t Let Your Sales Instinct Undermine Your Entire Business Model One of the best ways to do this is to ban customers from being too demanding.
3. Act like a candidate – watch your reputation
Whether you’re a job candidate, an award contender, or a candidate for political office, most are extremely concerned about one thing: their reputation! A start-up should also monitor its own reputation, especially online. When customers go wild online, it can tarnish a company’s brand and scare away potential buyers. In order to track what is being said about your business online, use Google Alerts or Trackur, Radian6 and Viralheat.
4. Act like a student – Listen and learn
Just like a student who patiently listens to daily lectures (we hope!), you must patiently listen to your customers. If a customer starts fuming, shut up and just listen. When customers are very frustrated, it’s common for them to reach out to a company before considering a proactive solution. Therefore, it is important for you, as a small business owner, to refrain from acting defensive and to show empathy when speaking. Most of the time, customers will calm down if you keep asking them open-ended questions involving the person themselves.
Moreover, it is important to keep in mind that the decisions necessary to maintain the activity will irritate the customers. Allow customers to voice their opinions, then try to find a solution that will satisfy everyone. Customer complaints enable a learning process – your business will quickly learn what valued customers do and don’t like and you can implement this into your business strategy. Customer feedback is an extremely valuable source for improving your business.
I empower you to act as a teenager, parent, candidate and student when it comes to handling customer complaints. Keep these four personalities in mind and you’ll be well on your way to improving your company’s customer service!
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