| Topic : Handling Customer Complaints |
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Posted in Community :
Retail & Supply Chain Professionals
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Activity:
58 views;
last activity : 07 06 2010 20:18:09 +0000
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Empathize
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Listen to them
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its very simple
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Stop saying sorry
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Listen patiently till he/she is able to listen to you !!!!
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Ideas in:
"How to deal with Upset customer?"
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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 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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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 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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No supporting Arguments for this idea
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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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No supporting Arguments for this idea
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Personal Experience
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No supporting Arguments for this idea
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