Resolve Complaints Promptly

Valuable truths you may have been overlooking about customer service:

•  About one out of every five Americans say retailers are paying less attention to customer service than they did in the past. 
• About two out of every three American consumers claim they’re willing to spend more with a retailer who provides them excellent customer service. How much more? The average is about 13%. 
• Because of social media, consumer dissatisfaction is spreading about three times as widely. Those posting complaints estimate they tell 53 people about their dissatisfaction. Among those not using social media, the estimate is 17 people. On a positive note, those using social media say they’re willing to spend 21% more when receiving excellent customer service, a notable notch higher than the 13% for the overall sample. 

     Here are three of the most common gripes about the complaint resolution process along with tips for heading off shopper aggravation.

• Getting the brushoff. Check that you and your employees consider a complaint to be an opportunity, not a nuisance. Resolved properly, a  complaint is a priceless opening to earn customer loyalty. 
• Being referred from one employee to another. Coach staff to say, “I’ll take care of this,” rather than “The store will take care of this,” or even, “We’ll take care of this.” When it is indeed best to hand off the customer to a supervisor, the employee should describe the problem to the supervisor in a way that shows respect for the customer, even if the employee thinks the complaint is foolish. 
• Waiting a long time before feeling the issue has been completely resolved. Respond to internet inquiries with immediate internet acknowledgements which include an estimate of when you’ll be back with a substantive answer. Make it as soon as possible. Then keep to the commitment. With in-store inquiries, use the same guidelines. If you don’t know, say you’ll find out and tell the customer now when you’ll get back to them. Encourage the person to shop for their other needs. Arrange to meet the customer at another part of the store. If it will take you more time than their shopping trip, ask how you can get in touch with them by phone or e-mail.

For your profitability: Sell Well: What Really Moves Your Shoppers

Click below for more: 
Hand Off Customers with Care and Caring 
Tell Questioners Now When You’ll Answer