If a seller ignores or half-heartedly addresses complaints and concerns, they can lose credibility fast. Not to mention get a bunch of negative reviews in the process.
But when their focus is on delivering high value products and service, they know that in order to solve customer problems effectively, they need the right mindset.
Listen before acting
In the case of a written complaint or concern, read it several times before responding. Then you can ask the customer questions to help you better understand the nature of the problem and its effect on them.
Not surprisingly, listening is a necessary step to finding the best way to solve customer problems. That’s because it is key to genuinely understanding their perspective.
Customer problems and issues can have many causes.
Some may be legitimate gripes where your business is at fault. Other causes of a customer’s unhappiness could be that they’re not feeling well, have unrealistic expectations, or just a lousy disposition.
It doesn’t matter what the cause is. What is important is to acknowledge that you understand the problem and then thank them for bringing it to your attention. Most importantly, offer a sincere apology for the inconvenience it’s caused.
Showing empathy in this way allows customers to vent, leaving them more relaxed and ready to move forward with a resolution.
Go above and beyond
The best way to do this is by asking the customer what they are seeking as a solution. Then you can offer the best solution possible (as long as it’s within reason, of course).
By providing service that goes above and beyond you take control of potentially-damaging customer complaints, and work them to your advantage instead.
That’s because using this approach to solve customer problems gives you a better chance of keeping them happy and retaining their business in the long run.
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