Resolving Customer Complaints with a CUDDLE

It sometimes happens. A customer isn't happy and you're to blame. Well, you may not be technically to blame but it's your product or service and the customer clearly isn't 'feeling the love'.

Knowing that someone is thinking of your business negatively is never a pleasant thing. The way you respond to the upset client however, will determine whether that negative stays a negative or flips around to a positive.

And that's where the cuddle comes in!

Customer: The customer is the focus of your efforts. Put aside any bruised pride at this point and concentrate on serving your customer.

Understand: Understand where the customer is coming from. Step inside their shoes and really look at the situation from their perspective.

Display: Display concern for the customer. Whether in writing, in person or over the telephone, once you have put yourself in the customer's place, your concern will show automatically.

Deliver: After communicating with your disgruntled customer it is essential that you deliver whatever was agreed upon to resolve the situation.

Let go: Let go of any lingering angst over the situation. Even if the customer remained less than satisfied, send them happy thoughts and keep them on your Christmas card list for now.

Examine: Examine your procedures and systems. Can something be tweaked to ensure this situation doesn't happen again?

One of the most powerful marketing resources is word of mouth. Indeed, a business' good reputation can be made or ruined by "the word on the street". It therefore makes sense that all the words on the street about your business are positive ones.

So, cuddle complaining customers and turn them into ardent fans who will rave incessantly about the trouble you took to make things right and brighten their day.

Who could ask for more?

© Carol Dorman 2009

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Carol Dorman, owner of Quill Writing Services, also publishes Communicate, the monthly newsletter for small business owners who want to raise their profile and increase their profits by harnessing the power of words. Subscribe today and receive a free copy of her report: How to Convince your Target Market to Buy from You.