Handling Customer Complaints
Even the best business will receive an occasional customer
complaint. Knowing how to resolve these complaints will help you
gain loyal customers who will then refer others to your business.
Here are some important tips.
1. Listen carefully to the customer and gather as much information
as possible.
2. Restate the complaint as you understand it. This ensures that you
completely understand what the situation is.
3. Resolve the problem as quickly as possible. Tell the person you
are sorry this happened and ask what you can to do to make this
right. Do not argue with the customer, even though you are right and
do not become defensive.
3. After correcting the problem, tell the customer thank you for
bringing it to your attention and that you appreciate their
business.
4. Develop a written policy for your staff to follow and reward them
when they do a good job.
Remember! The customer may not always be right, but an unhappy
customer treated right may well be one of your most loyal customers.
About The Author
Luana Emmons is a restaurant owner and owner of allfoodbusiness.com
http://www.allfoodbusiness.com
See this and other articles on her website;
allfoodbusiness@allfoodbusiness.com
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