Responding to Complaints

It's possible that in the course of your business dealings, you may (just may) have to deal with a complaint from a customer or client ....

There are two ways you can go about this:

1. You can stand up for your rights (and lose the customer and any possible referrals)

2. You can keep your temper and keep your customer

REPLIES TO COMPLAINTS

Most businesses these days have (or should have) as their policy that the customer is always right. It's far better business sense to replace a couple of items which don't need replacing, and reap the reward of customer satisfaction and possible referrals, than to insist on your rights and lose unknown numbers of customers and referrals.

So, the aim of your response to an irate customer is to find out what he/she wants and to give it to him/her. Even if the request appears to be entirely unreasonable, what you earn in Brownie Points, often makes up for what you lose in replacing the item (unless of course it's a Maserati or the like!).

HOW TO RESPOND

1. Express regret, sincerely. Don't say, "We can't understand how this happened," because this implies that the customer is careless or stupid, since no-one else has had this trouble.

2. Explain how the trouble occurred. Your customer is entitled to know what went wrong (this also reflects well on your business, since it shows that you've taken the complaint seriously enough to investigate it thoroughly, and we all like to be taken seriously).

3. Tell the customer what you are going to do to rectify the situation. The best thing to do is exactly what the customer said he wanted. If this is totally impossible, suggest a viable alternative.

Sometimes the customer will be at fault, by forgetting to include a correct address or leaving out the cheque etc. Again, don't write anything that might make the customer feel silly.

NOT "... you failed to enclose your cheque ..."

BUT "Your goods are packed and ready for despatch. Immediately on receipt of your cheque, which apparently was overlooked in your original letter, we shall send them as requested."

Sometimes, it's just not possible to give the customer what he wants; and in this case you must exercise extreme tact in the wording of your letter.

The best way of refusing is as follows:

1. Begin with the refusal. I know it's painful, but it's far better to let your customer know how things stand from the very beginning.

2. Explain, in detail, why the request had to be refused. This way, you have the rest of your letter to try to set things right with your customer, and hopefully to end on a positive note (rather than hitting him with the refusal at the end).

Note:

? the expression of regret should sound sincere. "I am sorry..." sounds better than the colder, "I regret to inform you "

? point out all the reasons for refusing the request

? soften the blow by offering some small consideration. It might be a discount on the next purchase; a voucher for a smaller item (a scarf, tie etc); a complimentary gizmo from another business (with whom you have a reciprocal arrangement); flowers; tickets to a film or whatever.

Such sweeteners are worth much more than their cost. Instead of a disgruntled customer, blackening your name, you'll have a happy person, willing to tell everyone her story's happy ending. Listeners will see your side and will say things like, " ...well, they didn't have to do anything really, but wasn't it nice of them?"

N.B. If the spelling of words like "cheque" in this article worried you, please read this: http://www.write101.com/aus.htm

Jennifer Stewart is a professional writer who offers home study courses, copy writing, proof-reading and editing services for businesses and individuals from her site at http://www.write101.com

You can subscribe to free Writing Tips to improve your writing: mailto:WritingTips-subscribe@yahoogroups.com or read numerous articles on how to write well - for profit or pleasure.

---

Google News Updated : Fri, 04 Jul 2008 18:53:55 GMT Borowski designated for assignment - MLB.com TSN.ca Borowski designated for assignment MLB.com - 1 hour ago By Anthony Castrovince / MLB.com Looking to repair their battered bullpen and get a better read on what the future holds, the Indians designated the veteran Borowski for assignment on Friday. Indians designate RHP Joe Borowski for assignment The Associated Press New closer alert! Borowski out in Cleveland SportingNews.com National Post - Most Valuable Network - The Plain Dealer - cleveland.com - WANE all 141 news articles Publ.Date : Fri, 04 Jul 2008 16:59:25 GMT Chance discovery points to crib death cause - Reuters ChattahBox Chance discovery points to crib death cause Reuters - 21 hours ago By Michael Kahn LONDON (Reuters) - An imbalance of a key brain chemical could cause crib death, researchers said on Thursday in what they called a chance discovery. SIDS Linked to Brain Chemical Dysfunction Washington Post Brain imbalance 'cot death key' BBC News InjuryBoard.com - Los Angeles Times - WebMD - The Associated Press all 229 news articles Publ.Date : Thu, 03 Jul 2008 20:59:03 GMT Flames descend canyons in Santa Barbara Co. fire - San Jose Mercury News Reuters South Africa Flames descend canyons in Santa Barbara Co. fire San Jose Mercury News - 41 minutes ago AP GOLETA - A fast-moving wildfire fueled by Santa Barbara County's notorious "sundowner" winds consumed about a half-dozen outbuildings overnight, but firefighters were able to save hundreds of homes from intense flames in the pre-dawn hours, ... Firefighters hold line on two California wildfires Reuters Goleta fire doubles in size overnight Los Angeles Times Bloomberg - CNN International - San Diego Union Tribune - The Santa Barbara Independent all 399 news articles Publ.Date : Fri, 04 Jul 2008 18:12:01 GMT Madge Kabbalah'd A-Rod into Submission - TMZ.com ABC News Madge Kabbalah'd A-Rod into Submission TMZ.com - 6 hours ago Madonna is using "mind control" through the power of Kabbalah to mesmerize A-Rod into making him her boytoy, according to friends of his wife. A-Rod's wife tells pals she believes Madonna lured Yank with kabbalah New York Daily News Kabbalah Kool-Aid: Madonna's 'soulmate' to divorce Monsters and Critics.com Reuters - ABC News - E! Online all 1,426 news articles Publ.Date : Fri, 04 Jul 2008 12:49:58 GMT Mosquito disease risk isn’t higher - Milwaukee Journal Sentinel NY1 Mosquito disease risk isn’t higher Milwaukee Journal Sentinel - 15 hours ago By JEANNINE AQUINO The swarms of mosquitoes spawned by warm weather and lingering floodwaters in Wisconsin are more blood-sucking nuisance than medical peril, health officials said Thursday. West Nile Spreads Due to Flooding, Threatens 4th of July Celebrations eFluxMedia Mosquito district warns: Watch out for West Nile Virus Sacramento Bee WJBF-TV - IdahoStatesman.com - phillyBurbs.com - Atlanta Journal Constitution all 431 news articles Publ.Date : Fri, 04 Jul 2008 03:43:41 GMT Obama remarks on Iraq prompts flip-flop charge - CNN Times Online Obama remarks on Iraq prompts flip-flop charge CNN - 2 hours ago (CNN) -- Sen. John McCain's campaign again called Sen. Barack Obama a flip-flopper after the Democratic candidate held a do-over news conference to clarify his remarks on the Iraq war. Analysis: Obama's shifts to center give GOP ammo The Associated Press Obama Fuels Pullout Debate With Remarks New York Times WCTV - Monsters and Critics.com - Los Angeles Times - ABC News all 1,014 news articles Publ.Date : Fri, 04 Jul 2008 16:23:39 GMT Christina Applegate's Boyfriend Found Dead - FOXNews NEWS.com.au Christina Applegate's Boyfriend Found Dead FOXNews - 3 hours ago AP LOS ANGELES - "Married With Children" star Christina Applegate’s boyfriend was found dead in his apartment on Tuesday, FOX News has learned. Lee Grivas, Christina Applegate's Boyfriend, Found Dead Associated Content Christina Applegate's sometime boyfriend, Lee Grivas, found dead New York Daily News E! Online - Los Angeles Times - TheCelebrityCafe.com - TMZ.com all 112 news articles Publ.Date : Fri, 04 Jul 2008 15:22:05 GMT Clickbank Affiliate Easy Work At Home Opportunity

PARLOT::Ebooks, Scripts, Websites, and more...

Adsense websites

The Art of Giving Great Service

Sales is tough to get right, and depends on retaining... Read More

Hook Me Up With A Human

Oh, what has happened to the carbon-based organizational interface? Many... Read More

How to Win the Hearts of Your Customers and Friends

Those of us doing business over the internet have to... Read More

Should I Have My Company Mystery Shopped?

I wish I had a nickel for every time someone... Read More

Importance of Good Customer Support in Online Computer Peripherals Shops

Looking for hi-fi computer peripherals? Finding it tough to decide... Read More

Customer Conversion Mistakes That Will Cost You

The following are common mistakes that Sales Managers and Owners... Read More

Cheap To Keep

You've heard it all before when it comes to stats... Read More

More Customers - Watch those Little Things

Two situations, two perfectly acceptable experiences, but in one case,... Read More

Stand Out in Business the Write Way

When was the last time you received a handwritten note... Read More

Do You Want More Profits? - Follow The Golden Rules Of Providing Good Customer Service

Last night I was at my computer and a Skype... Read More

Marketing as a Spiritual Practice

"Marketing as a spiritual practice." It sounds contradictory ? how... Read More

Complaints Are Actually A Good Thing!

Nobody likes to get complaints. They make you question your... Read More

Dont Eliminate The Middle Man - Add One

Today, there are situations when we actually add a "middle... Read More

Complaining Consumers

The salesman's job is to be well informed; extremely well... Read More

Creating the Right ?Viral Reputation?

Unless you are brand new to business, or have been... Read More

Finding Out Why a Potential Customer is Calling On You

Our challenge as the business owner/sales person answering the telephone,... Read More

Sorry, No Customer Service After 4:00 P.M.

A few months ago, I wrote about ingenious styles of... Read More

Over Deliver - The Key to Customer Satisfaction

Client satisfaction starts with meeting or beating the contractual obligations... Read More

Are You A Coward? I Was

Over the last month, I have come to hate emails... Read More

10 Customer Service Quality Statements to Measure up Against

It might sound quick and simple, to say how well... Read More

Listen to Suggestions

If you are up to your ears in a stressful... Read More

Whats For Lunch?

As an entrepreneur, I'm always intrigued by small businesses, home-based... Read More

Attitude of Service

When conducting a training session about customer service, I always... Read More

If Everyone Thinks They Give Good Service, Why Do We As Customers Think Its Poor!

First of all let's look at what customer service is... Read More

Ten Ways to Help You Improve Your Customer Service

1. Stay in contact with customers on a regular basis.... Read More