Tips How to Deal with Customer Sales Complaints

For all businesses to survive, sales may be critical, but customer satisfaction is even for more critical and the decisive factor that helps to sustain businesses. This is because a satisfied customer will keep returning for more and this will drive sales higher. This fact has made customer service an important part of business and since it holds the key to long term business relationships, In today’s world the customer is king and he needs to be handled well or else he will move to competitors of the business.
Customers are very clear about what they want and will not hesitate to complain if they feel they have not received what was promised. Businesses have to handle customer sales complaints right if they wish to retain customers. In fact, the manner in which the complaints are handled, defines the long term relationship with the customer.

Steps for dealing with customer complaints

1. Courtesy and patience while hearing a complaint- The most important thing when an angry, dissatisfied or unhappy customer contacts you, is to show him respect, courtesy and patiently hear him out. It may be difficult since the first inclination is to deny the faults found, but this would put off the customer.
2. Log the complaint and acknowledge its receipt- The customer must be told that his complaint has been accepted and logged so that corrective action can be taken. This appeases the customer and he would like to believe that it has made an impact.
3. Investigate and inform- As a matter of policy, any sales complaint received, must be investigated. It has to have an element of truth however small, and it is essential to identify the source of the mistake, and immediately rectify it. Whatever action is action, must then be communicated to the customer, so that he is satisfied. The faster this is done, the better for the business, since the customer will be impressed with the promptness of the action, and he will feel good that the business cares about what he has to say.
4. Following up later- Once the complaint has been addressed it is a good strategy to follow it up after a few days or weeks with the customer to know whether he is satisfied.

Some rules for handling customer sales complaints

Irrespective of what the product or service is, some universal rules apply for handling customer sales complaints. These include the following:

• Honesty and ethical behavior- is always appreciated by customers and helps a business rise in their esteem.
• Being fair rather than partial- an impartial approach is important to do justice to the staff and the customer
• Efficiency and quick action- it helps the business and pleases the customer
• Accountability- Giving contact details to a customer, makes him believe that the business is accountable and helps its image.

Customer relationships need to be maintained for successful businesses and handling their complaints well is one critical step in the larger game plan.

Article Source: SalesStar.com