In making use of this finding, it’s important for you to realize what produces perceptions of fairness:
- Fairness of outcomes. Ask the complainer, “What do you suggest I do to make things right?” Then see how close you can come to delivering that. When you redirect the conversation from argument to teamwork, the request for corrective action can be both feasible and equitable.
- Fairness of procedures. Establish complaint-handling policies consistent with the personality you want your store to project. Use those policies to generate procedures which are easily understood by your staff. Then train your staff in following the procedures. Include in your performance evaluation of each employee how well they handle customer complaints.
- Fairness of interpersonal interactions. Treat each shopper in your store with respect, concern, and empathy.
Researchers from Chinese University of Hong Kong and Fudan University in China found that empathy toward customers influenced satisfaction to a greater extent than did service outcome factors, such how well the clothes dryer works after being repaired or if the cruise ship vacation met expectations.
For your profitability: Sell Well: What Really Moves Your Shoppers
Click below for more:
Resolve Customer Complaints Carefully
Accentuate the Positive Customer Feedback
Get Second Chance for Good Impression
Ease Customer Anger at Delivery Delays
Emphasize Empathy in Providing Services