WHY DO CUSTOMERS COMPLAIN?

 

WHY DO CUSTOMERS COMPLAIN?

There are a lot of reasons why customers to every business will complain. These reasons varies and is dependent on the product or services offered. Amongst the reasons are:

1.     Customers would complain when you have broken your promises to them.

2.     Customers would complain when you over promise and under deliver.

3.     Customers would complain when you do not keep them informed.

4.     Customers would complain when you do not communicate properly regarding your products or services.

5.     Customers would complain when there is some form or unprofessional behavior from one or more of your team members.

STEPS TO HANDLING COMPLAINS

Customer complains must come in every business at any point in time in the business growth. The problem should not be why complains should come, rather the problem should be how to handle these problems when they come.

1.     Determine the reason for the problem

2.     Find out what went wrong

3.     You must sympathize with the customer.

4.     Take action immediately to resolve the problem.

5.     Restore the relationship

6.     Fix what needs to be fixed.

Just like every business have basic needs, customers also have basic needs which are:

·        Customers have the need to be understood

·        Customers need to feel welcomed

·        Customers need to feel important

·        Customers have the need for comfort.

Once these needs are met, be rest assured that customers will not just return to your business, they will refer your business to other potential customers.