Organization should have a good “complaints policy” to recover its customer’s confidence. It should accept complaints from customers as gift and should be processed effectively and immediately. With effective processing of complaint, a negative situation can be turned into positive one.
Customer complaint could be a verbal or a written complaint. In case of written complaint, organization should have a policy that employee should send a prompt reply within two days and satisfactory reply within two weeks of receiving the complaint from the customer.
When you receive a written compliant, you should send a personal letter to the customer, containing points such as thank you for the complaint, the customer is important to you and your business or organization, why the complain is appreciated, an apology, assurance of satisfactory action and a time frame by which customer will get suitable or satisfactory reply.
Your reply should look like a personal letter to customer, so avoid standard letters.
Write a letter, which is easy to read and understand, avoiding excessive use of technical terms & terminologies.
A prompt reply can help you to gain customer’s confidence and trust to some extent. However, if you want customer to remain with the organization and should not shift to your competitor brands, you should send a satisfactory reply within two weeks.
Agree with the customer & admit that he is right. Avoid use of sentences such as, we rarely receive such kind of complaints or you have started using the product without reading the instructions.
Always proofread your letters before sending it. You can use business writing software program with text enrichment feature for proofreading. Text enrichment enhances the simple sentence into more professional and sophisticated one
Try to exceed customer’s expectations. A complaining customer can become a loyal customer with better than expected treatment. So, try to give the customer a bit more than his expectation or demand, if reasonable. However, if customer demands and expectations are unreasonable, refuse them, but without showing any anger or bitterness.
Follow up with your customers to make sure that he is satisfied.
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Author is a freelance writer.
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