Not all customers are satisfied customers. From time to time unhappy people who have purchased your merchandise or experienced your service will voice out their not-so approving comments. And honestly, when youâ€™re on the other end of that angry line, it doesnâ€™t feel good. Naturally, we all want everything to be just pleasant and perfect, but what most of us donâ€™t realize is that a complaint is opportunity in disguise.
Befriend an Angry Customer
Most irate customers are just people who want to vent out. So if theyâ€™re confused and pissed off, just lend your ear and listen. Let them talk, and really hear what theyâ€™re experiencing. Be honest and prompt with your answers, and donâ€™t forget to treat customers with respect. If you manage the situation well, youâ€™ll gain a loyal patron who will drive in more business with future sales, memberships, and referrals.
Get Something Out of It
If a student or a parent is complaining about something, then donâ€™t be hasty on defending your school, its services, and its products. Hear them out first and you might just discover a flaw in your system. If there is one, acknowledge your mistake and tell them that you will do everything to fix it. Your customer complaint just alerted you of a thing that you need to change in your martial arts school. Itâ€™s basically a business assessment for free.
Put Yourself in Their Shoes
All of us are customers, so we all know the feeling when weâ€™re not fully satisfied with a product that we purchased with our own hard earned money. Understand what theyâ€™re feeling and view it from their perspective. Tell them that you â€œunderstand what they feelâ€ and do your best to soothe the customer.
Help the Customer Find a Solution
You can do this by asking the complainant questions on how the or she wants the problem resolved. Be honest and realistic. If their request can be attained then let them know how long and how their solution will be delivered. If what they want canâ€™t be done, then apologize and tell them your schoolâ€™s policy. If youâ€™ve told them all the answers and theyâ€™re still angry, apologize and tell them â€œthere is nothing you can doâ€. Most customers are probably appeased at this point because youâ€™ve done everything you can. If they donâ€™t have any more questions or concerns thank them for the call and wish them a good day.
Knowing how to handle customer complaint can be easy. First of all, be friendly and empathetic. You should be knowledgeable of your products and services and limit your interruptions to a minimum, if possible, never interrupt them when theyâ€™re talking. Accept customer complaints as challenges to better and improve your school. So from now on, deal with them with determination and confidence. Good luck!