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The Customer Is Always Right, Right? New Rules to Handling Customer Complaints
In today’s business world, this old axiom may not hold true. According to Inc.com, this may be because today’s best customer service isn’t something that’s easy to fake. Customer service and the handling of customer complaints needs to be a more personalized experience within a startup company – just look at Zappos.com. They use customer service as their number one greatest feature, and it really, really works! So let’s take a closer look at the craft of customer service so you can improve your handling of customer complaints and continue to grow and improve your business.
1. Act Like A Teenager Again-Break The Rules
Here’s your chance to feel like your old, 15-year-old self again-customer service gives you the chance to be your reckless self and break some rules! When a customer has a complaint, they don’t want to hear a recitation of your company’s return policy. Instead, they want to be treated as an individual, not just another number. Therefore, every time, you will have to break the rules and guidelines of your own business. Sometimes bending the rules will ultimately cost less than losing a valuable customer. What’s even worse is if that particular customer leaves and broadcasts a negative story about your company. So don’t be afraid to break a few rules when it comes to customer service.
2. Act Like a Parent-Limit the Options
When you take the kids to the grocery store, they always seem to want everything; from outrageously-flavored Go-Gurt to a spinning Elmo toothbrush. To avoid a mid-grocery tantrum, most parents limit their kids by saying, “Okay, you can choose ONE thing.” This is what we need to do with our customers. Overly demanding customers can undermine your ability to grow a valuable business, so be sure to give your customers limited options. Don’t let your sales instincts undermine your entire business model. One of the best ways to this is by prohibiting customers from being too demanding.
3. Act Like a Candidate – Check Your Reputation
Whether you are a candidate for a job, a candidate for an award, or a candidate for political office – most people are extremely concerned about one thing: their reputation! A startup company needs to monitor its own reputation as well, especially online. When customers go online, it has the potential to tarnish a company’s brand—and it also scares off potential buyers. To track what is being said about your business online, use Google Alerts or Trackur, Radian6 and Viralheat.
4. Act Like a College Student-Listen and Learn
Just like a college student patiently listening to daily lectures (we hope!), you need to patiently listen to your customers. If a customer starts to get upset, shut up and just listen. When customers are under a lot of frustration, it is typical that they will vent to a company before considering a proactive solution. Therefore, it is important for you, as a small business owner, to refrain from acting defensive and use empathy when speaking. In most cases, customers will calm down if you keep asking them open-ended questions that involve the actual individual.
Additionally, it is important to remember that necessary business decisions will anger customers. Allow customers to voice their opinions and then try to find a solution that will make everyone happy. Customer complaints allow for a learning process – your business will quickly learn what valuable customers do and don’t like, and you can implement this into your business strategy. Customer feedback is an extremely valuable source for improving your business.
I allow you to act as a teenager, parent, applicant and college student when it comes to dealing with customer complaints. Keep these four personas in mind and you’ll be on your way to better customer service for your business!
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