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: www.salestar.com

Building a successful franchise in New Zealand

Speedy Signs is a well known name in New Zealand. The franchise system has been here for 12 years and has 23 outlets. It has just arrived here in Tauranga and the next Franchise Association of New Zealand meeting is being hosted by the Tauranga franchisee.

Speedy Signs is a member of the worldwide Sign*A*Rama Franchise Network, which since being created in 1986, now has over 900 outlets in 50 countries.

National Bank business banking manager John McKinley, Harris Tate solicitor David Foster and Speedy Signs franchisee Joanne Newcombe.

It is quite staggering what they are able to make and no doubt this ability, together with the skill to recruit and train the right franchisees, has led in no small way to the growth of Speedy Signs

At the next meeting of the Bay of Plenty branch of the Franchise Association we shall learn from our host, amongst other things, why she chose a Speedy Signs franchise.

We shall also learn from Grant Archibald, the chief executive of Business Franchise Group Ltd how a master franchise operates and the practicalities of running two franchise systems – Speedy Signs and Embroidme.

This is going to be a most informative evening, where you will hear what a prospective business owner finds appealing about a particular opportunity and how a franchisor makes and runs two successful franchises.

For those who wish to immerse themselves in a full two days of franchise experience, enroll for the Franchise Association Conference to be held in Rotorua this year. This is going to be a fantastic conference – they seem to keep on getting better every year and the opportunity to learn about ‘how to do’ franchising property will be unsurpassed – at least until next year’s conference. For details visit www.franchiseassociation.org.nz

The ‘Sign here for Success’ event, with speakers Joanne Newcombe from Speedy Signs Tauranga and Business Franchise Group Ltd CEO Grant Archibald, is Thursday, May 19 at 5.30pm.

It is on at Speedy Signs, Tauranga, and is for anyone interested in franchising their business, buying a franchise, or wanting to learn more about franchising.

Phone: (07) 578 0059  

Email: larissa@harristate.co.nz

This article is written by the regional coordinator of the Franchise Association of New Zealand, David Foster of Harris Tate Solicitors, visit www.harristate.co.nz.

Article source: www.sunlive.co.nz

SPEEDY SIGNS
FREEPHONE: 0800 773 339
REQUEST A FREE QUOTE
CONTACT US BY EMAIL

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