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Topic : Handling Customer Complaints
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Retail & Supply Chain Professionals

 
Started by : Akhilesh Majumdar, Logistics Manager, Tesco   10 25 2008 13:39:22 +0000
Industry : Retail Chain/LogisticsFunctional Area : Consumer Sales(Sales & Marketing)
Activity:  58 views;  last activity : 07 06 2010 20:18:09 +0000

Upset customers are liable to have strong feelings when you, your product or service lets them down and they'll probably want to dump these feeling on you.

The important thing to realise when dealing with an upset customer, be they internal customer such as a member of your team, a colleague or even - your boss! orexternal, is that you must - deal with their feelings, then deal with their problem.

 

How will you deal with such difficult/upset people ???

 
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1 2 3 4 5
1 Empathize
2 Listen to them
3 its very simple
4 Stop saying sorry
5 Listen patiently till he/she is able to listen to you !!!!

Empathize

idea posted by Akhilesh Majumdar Logistics Manager, Tesco

I feel empathy is an effective way to deal with the customers feelings. Empathy isn't about agreement, only acceptance of what the customer is saying and feeling. The message is I understand how you feel and this should be a genuine response.

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by Shailena Varma, Logistics Manager, Target  | 10 25 2008 13:44:25 +0000

Adding another pharse such as "I can understand how you feel, I don't like it either when I'm kept waiting" will include you alos into the picture. This will have the effect of getting on the customer's side and build rapport. 

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Listen to them

idea posted by Shailena Varma Logistics Manager, Target
Listen to the customer when they approach you . Listening will makr them feel that you care and you are interested in their problem and provide a solution to it.
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by Azhar Kazmi, Professor, King Fahd University of Petroleum & Minerals  | 01 06 2010 19:15:23 +0000

Listening to them intently can often solve half the problem or even the whole problem. The rest of the problem can be solved by taking action to satisfy them.

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by vicky vikram shah, Retail Store Manager, XYZ  | 10 31 2008 15:02:26 +0000

listening is something like giving proper attention to customers,its include body language so they think they are taken as priveldge.

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its very simple

idea posted by abdul saboor khan Business Development Manager, National Institute Of Managment
Its simple to handle an irrated customer , all you have to do is first listen to him or her without an argument , understand who's wrong & then explain him or her the whole scenario , but dont forget to calm down your customer 
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Stop saying sorry

idea posted by Shailena Varma Logistics Manager, Target

Every one says sorry now a days when something goes wrong and its value is almost lost as it is overused. And if you really need to use the sorry word, make sure to include it as part of a full sentence rather than just saying sorry.Eg: I'm sorry you haven't received the product which we sent to your mailing address . 

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Listen patiently till he/she is able to listen to you !!!!

idea posted by suhaschandra deshpande Marketing Associate
Personal Experience
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