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Dealing with the customer is the most important business of a producer(organization). What is the framework under which the producer interacts with the customer and provides maximum service.
There are some Key points for maximum satisfaction of the customers.
1) Reasonable Price
2) Easy Availability of Products
3) Make sure the best Quality of Product
4) with standarised Paking
5) with tool free24 hours universal customers inquiry handling system
6) product return back waranty
Are the customer's needs being met .... if this is off track no matter what you do he will still have a complaint ....
the most important is are customers willing to grade your service as exceptional,will they give it a9 or10,and will they volunterely recommend it to others?
if yes then our approach and system is a success.
1. Switch your thinking from dealing with a complaint to handling a concern. Behind your customer’s anger is likely a legitimate concern that you can help him with. Focus on the concern and a solution will come more easily.
2. Thank them for their concern. It may seem strange to thank someone who is ranting at you, but he is giving you the chance to make things right, rather than moving his business down the street. And that definitely deserves a thanks!
3. Listen to your customer, paying attention to body language, tone and (of course) what he tells you. Reiterate his concern to be sure you have the gist of the problem down and to prove you were listening to him.
4. Empathize with his frustration. We’ve all been in situations where we have been angry with a company. Let your customer know that you have been in his shoes and you understand his feelings.
5. Apologize when appropriate. Sometimes, mistakes happen. If this was a legitimate mistake by your company, apologize to your customer for the error and subsequent inconvenience and frustration.
6. Stay calm and courteous throughout. It is easy to get defensive when you feel like you are being attacked, but raising your voice or changing your tone will only serve to enrage your customer further.
7. Reassure your customer that you will find a solution to the problem. Let him know that you will be his point of contact until that resolution is complete.
8. Find that solution. Do not play the blame game or pass the buck. Just fix it for your customer.
9. Follow up. Want to make an angry customer even angrier? Drop the ball before you get a resolution to his concern. If you are serious about transforming this customer, you will need to see the problem through to its final outcome. If you need to involve others in the issue, follow up with those people to ensure the job gets done in a timely fashion.
10. Go the extra mile. Here is where the real transformation begins. Once you solve the problem, your customer is satisfied. By adding something extra, a discount on a next visit, a follow-up card in the mail or another token of appreciation, you get a customer who is truly delighted.
Angry customers are a challenge for any company, but the good news is there are effective strategies for dealing with these difficult situations. With these 10 steps, most of your angry customers will transform into delighted, loyal customers who will return to your business and even tell others about your winning service attitude
