Managing Customer Complaints

 

Marketing-297.jpgNo matter how successful your business, chances are you’ve had to (or will have to) deal with customer complaints. While it’s hard to think of customer complaints as a good thing, most of them are actually great problem-solving tools for your business, which can also build customer relationships. Here are a few tips how to manage customer complaints:

  • Always respond to customer complaints quickly, using empathy and creativity to come up with a solution that will keep your customers happy and coming back again.
  • If you can’t offer a solution (such as negative feedback about product designs), respond with compassion and let your customer know their opinion has been heard. Ask customers for suggestions for improvement. Sometimes the solution may be easier than you think. Use their feedback to learn more about your customers and how your business can grow in the future.
  • Be proactive. If you notice that something may be wrong with a customer’s order, it’s important to reach out to let them know you’re correcting it (even if they haven’t complained yet). In addition to an apology, you may consider providing a discount off their next purchase.
  • Offer several convenient ways for customers to express their dissatisfaction, such as customer surveys, comment cards, toll-free number, email, etc.
  • Follow-up with customers to be sure their issues were solved and they were satisfied with the outcome.

Regardless of the issue at hand, one of the easiest ways to ensure customer satisfaction is by reminding them you’re all ears. If you have any questions or suggestions for our print shop, we’d love to hear them! Give us a call today: 856-429-0715 or e-mail: info@sjprinter.com

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