The most important person who enters your office or workplace is no one other than your customer himself. He is not an interference with your work or business. He is the cause of it. You are not his boss at all. He is in fact your boss. Without him, you have no business. You are obliged to him for giving you business. He need not oblige you.
The art of listening is a good virtue, a splendid gift and a rewarding talent. A company doing business should have at least one official who is naturally gifted and scientifically trained well to attend its customer complaints. Let us call him “Chief Listening Officer.” His basic talent should be that of listening patiently. Whatever may be the complaint – insignificant or serious, whoever may be the complainant – low class or VIP the Chief Listening Officer should give sincere attention. Best listened means at least half solved – in many cases much more than that also.
The first reaction from the Chief Listening officer is most important. He should sincerely apologize to the customer for the reason of complaint. He should be asked politely to take his seat. He may be hot and sometimes violent. Don’t get irritated and never show a tinge of dissatisfaction. Let the customer pour out all his emotions. Take a ” You are right, we are wrong” attitude. From every expression seen on your face, the customer should feel that you are polite and giving him due respect.
When everything is told the customer will start relaxing. realizing this, tell him affectionately, ” Yes, dear sir/friend, I fully understand what you have said. We regret very much. You are our esteemed customer. We are always at your service. Sorry for the inconveniences….” Sensing out that you are caring, understanding and interested in his case, the customer will start cooling down. he will prepare himself to hear your reply.
The complaint requires a speedy redressing. Promise the customer that they would look into his complaint and take immediate corrective measures. Do as promised. If possible solve the problem on the spot. If something is to be replaced, repaired or compensated, don’t waste time. Do it immediately. The customer will be happy and satisfied. If you have succeeded in treating him well, no doubt, he would become your ardent and dedicated fan.
The company can make use of the services of social media like Twitter, Face Book, You Tube etc; for establishing good customer relations. Frequent publishing of various facilities and benefits available to the customers, where, whom and how to contact for various services, details of complaints and action taken, progress and the present position of the complaint, suggestions and comments etc; etc; will be extremely helpful in building up constructive customer support.
Remember, a satisfied customer is the company’s biggest asset, whereas an aggrieved one will be disastrous. The latter will take away other valuable customers too with him.