How do you deal with a customer complaint?

October 5, 2011 at 3:56 pm Leave a comment

Dealing with customer complaints can be tricky

Dealing with customer complaints can be tricky

Whatever your business, it’s great to have customers, but the downside of this is that sometimes their experience with you will not always be a good one. That’s when you will have to deal with customer complaints. Even if you only get one complaint out of one hundred customers, how you deal with this complaint can be detrimental to your business.

In the accommodation sector one bad review can be the deciding factor in whether you get repeat business or not. While it is next to impossible to make sure that every guest has a 100% perfect stay with you every time, it is possible to make sure that their complaints are properly dealt with.

There are a couple of golden rules when it comes to dealing with a customer complaint:
–    Take it on board straight away even if you really do believe there is no truth in it.
–    Be polite even if you’re debating or questioning the issue, and NEVER raise your voice.
–    Have a strategy in place for complaints so you have a procedure to go on and make sure all your staff are aware of this.
–    Be quick to deal with the complaint and don’t leave it to the already annoyed customer to come back to you for a response.

Have you any rules that you stick to or tips for dealing with a customer complaint?


Entry filed under: Uncategorized.

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