July 30, 2013

Dealing with Customer Complaints

Dave Kerpen of Likeable Local has a great article in Inc.

1.  If you take it, you own it.No matter the seniority, the person at your company who takes a complaint is fully responsible for following it through to a resolution. Don't pass the buck. Make sure it gets fully resolved.

2. Act quickly.
Here is your chance for the company to shine. Look at the complaint as a gift, a moment to show off the brand--that is, the part of it that makes people satisfied, not the part that messes up sometimes.

3. Validate.
Let customers know--in the immortal words of Bill Clinton--that you feel their pain. Let them know that you empathize with what they are going through. Say, "I understand how upset you must feel." Who can argue with that? This will work for you even when you've done nothing wrong. You are not necessarily agreeing with the customer or apologizing, when you say it. You're just walking in his shoes.

Arun Natarajan is the Founder & CEO of Venture Intelligence, the leading provider of data and analysis on private company transactions, valuations and financials in India. Click Here to learn about Venture Intelligence products that help entrepreneurs Reach Out to Investors, Research Competition, Learn from Experienced Entrepreneurs and Interact with Peers. Includes the Free Deal Digest Weekly Newsletter: India's First & Most Exhaustive Transactions Newsletter.