CHANGING CUSTOMER COMPLAINTS INTO YOUR ASSET

Associated with an angry customer, will take a lot of time and energy. This is also a major cause of stress at work. To be able to handle angry customers, there are some important points you should consider.

1. THIS IS NOT A PERSONAL ISSUE.

Customers are angry at you, not because of personal problems. They are angry at you, because you are part of the company that they choose not to give proper service. It is important for you to remember this, to keep your emotions provoked not make the situation became out of control. A good idea to observe your customers gestures. Someone who is angry, will display certain body movements, such as nervous, flushed face, clenched fist, keeping his eyes or even avoid eye contact, and others. If you observe signs like this, you can prepare yourself as he approached you. Often the situation gets out of control, because someone is reacting too quickly to anger someone. This caused anger he had not expected that customers will happen, so he did not get prepared. If you see a customer with the signs of anger as mentioned above, you are mentally prepared to always remember that you CAN control the situation and you have to control yourself. When you follow-up angry, then you will aggravate the situation.

2. UNDERSTAND WHAT CUSTOMERS REALLY WANT

An angry customer to resolve the problem. This is only half true. Indeed they want the problem dealt with, but they also want to understand and be heard. They want to channel the anger or irritation. A common mistake made is to fix the problem immediately, without listening to and trying to understand why customers become angry. Then what will happen? Customers are still so angry that you are not listening, or are not ready to get things working. So the common mistakes that are too fast to handle the problem before the customer is "ready". This causes you to explain or ask the same questions repeatedly because the customer was not ready to listen to you. Listen and show sympathy to your customers, before you start handling the problem.

3. DO NOT BE bureaucratic
In the face of customer anger, do not be rigid / bureaucratic. You must show that you are someone who is trying as much as possible to handle their problems. Speak in a friendly tone.Do not speak in a monotone that shows that you are not interested. Call customers by name, and introduce yourself at the right time. Listen to greeting customers. Repeat the words, to show that you are listening. However, customers do not interrupt speech before he finished. Do not just give the answer "It's our policy". You must explain also why or what policy objectives are taken.


Handle customer anger and complaints well can change the asset for you. To remember, the majority of customers who complain are loyal customers who care about your business. Those who want to take the time to complain are those who would use the time to tell you that there is something wrong in the product, process or your communications. The customer has issued an effort to contact you and tell how the product, process or your communication is not in accordance with their expectations. This is an opportunity for you to express appreciation for those who have contacted you, and to make internal improvements. If you are able to solve the problem of one customer complaint, you may also help many other customers, including those not contacted you. Loyal customers believe that you know what is wrong and then justify it.Loyal customers give you a chance to fix the problem. If a customer complains, usually there are several other customers who experienced similar problems. If customers are complaining of this angry, disappointed that they sign. If there is another customer who was disappointed but did not contact you, then they have no faith in you. It's almost certain you will lose them. But you can still keep your customers loyal enough to provide an opportunity for you to respond.

All you need to do next is to improve your customer, then fix the problem. The main priority is to understand the personal effect of the problem to your customers. Perhaps your customer frustrations caused by because he felt cheated, or other things that a side effect of the main problems. Listen carefully, to determine how to best meet their needs.

Once you know the sources of the root causes of customer complaints, you can make improvements so that it does not happen again in the future. This is an opportunity to improve your customer satisfaction exponentially! If you can not eliminate the problem, at least you can use your experience to prepare an adequate solution for other customers who have the same problem.

How much money do you spend on advertising, marketing, and sales efforts to attract new customers? How much you are willing to invest in your customers who already have problems because you are, but still enough to trust you to take care of them?

Keep your loyal customers who took the time to make a complaint. Use the experience to fix the error generated, and response planning.

As Bill Gates said "your customers are most dissatisfied is your best source for learning".