The customer is always right. This is a very common saying that you hear from time to time especially if you are in the customer service business. The question is, is this really applicable in all cases? Though it is always expected of service providers and suppliers to maintain a good relationship with every customer, you as a customer should not forget that this right also entails a responsibility.
To maintain a good relationship between service providers and customers, both parties should be able to understand and comply with their respective rights and responsibilities. A customer has a right to complain regarding a product or service that a customer is not satisfied with. However, it is also expected that the customer has used reason and common sense before doing so. The law has certain provisions that protect customers but at the same time, it also lists down the responsibilities of a customer.
Why customer complaint is necessary
The reason the law has established the customer’s right to complain is to ensure the protection of the customer – to protect the customer from overpricing, fraud and low quality products. At the same time, it also entails certain benefits to vendors and service providers. Beyond the headaches and high blood pressure, vendors and service providers learn from customer complaints. These give service providers ideas on how to further improve their service to their customers. At the same time, these give them the chance to make up for mistakes that have caused their customers varying degrees of inconvenience.
How to deal with customer complaints
In order to avoid the frustrations when it comes to customer complaints, be sure to set a proper grievance program and have your employees understand customer rights and train them to address them properly. Do not get frustrated because of customer complaints. As stated above, customer complaints help you improve your business.
Make sure, though, that you do all necessary actions and initiate some changes to ensure that you will not receive the same complaint over and over again. If you are always receiving the same complaint, it’s time that you take a deeper look at your customer service practices.
Difficult customers
Now, although customers have the right to complain, there are some individuals who abuse this right. Always be ready for these instances. Being caught unprepared by such so-called nuisance complaints will cost you in productivity and efficiency. Just take for example somebody who returns a pair of shoes after three months to complain that they are too tight.
Sometimes, it leaves me thinking why some people do these kinds of things. I could only think of two possibilities. It’s either these people who are overzealous about protecting their customer rights or these people are just plain stupid. Common sense usually points to the latter reason though.
Dealing with difficult customers
How do you deal with such people and such complaints? The best way is to listen to and understand their concern first. Never cross out the possibility that the customer might have a point. After you have listened to the complaint, show the customer that you have understood the situation perfectly. Then explain to the customer why the complaint is not valid if it is really not.
Do not directly tell the customer that he is wrong. Try the sandwich approach. Appreciate a good point then tell them the bad point then finish up with another appreciation. If everything fails, though, just let go. You don’t need these kinds of customers anyway.
Just remember that it is a duty to serve your customer to the fullest of you ability. Do not forget that your customers are the life source of your business. However, remember that customer service is all about satisfying your customers, but only within reason of course.
About the Author:
Steven Taylor is a Marketing Consultant to http://www.Retronix.com - one of the most innovative and effective electronics services suppliers to the electronics & semiconductor industries. Services include BGA Rework.
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