In a marketplace where millions of transactions take place daily, some errors and misunderstandings are bound to happen, but this statistic is small consolation to the business operator who receives a complaint. There are always two sides to every story.
Whatever the problem or its cause, the manner in which you as the owner or representative of your company respond to your customer is important and worth your careful consideration. The following suggestions should help you reach a satisfactory conclusion for your customer, and in most cases, for your company:
Defusing an Angry Customer
Some of the customers you deal with will, at some point, display some degree of anger. You will need to defuse the anger so you can focus on the customer's real problems and needs. Here are some rules for defusing anger:
Providing Good Feedback to the Complaining Customer
After a customer has vented his or her frustration, you will want to provide a good response directed at the customer's problem. Good feedback is:
In general, follow the "Golden Rule" of business: treat the customer as you would like to be treated yourself. It works in customer-business relations and it's what the BBB is all about: self-regulation.
For information about our Dispute Resolution process, go to our this link.