7 simple steps to help resolve complaints and delights its customers

7 simple steps to help resolve complaints and delights its customers I? Recently I had to work with a small company near where I live. What? S an accounting practice. What? S po 'a big business. Super people, working very hard and very difficult to treat their customers. However, from time to time the receipt of a complaint by the customer. And when they do, I see some interesting things to start happen.Firstly, who is injured. They are working very hard and very difficult to treat clients who are injured. Criticism is always difficult to accept that no matter how positive you try. And the harder you are working to satisfy the customer, the most profound critique of cuts.Secondly attempt to show that the customer is wrong. Probably all the companies in the world goes through this same type of problem. It would be easy to say that the customer is wrong, the client does not? I do not understand, or that the client does not? Do not do what he said or that is my her.So? He helped the people of this approach to these situations: 1. Use the client? S shoes. Very few customers unless they complain? I have a real problem. So when a customer takes the time and trouble to let you know that you? I have a problem that does not reject them.Get behind the problem. Analyzing the problem from their point of view. How did he rise? What do you expect from them? How did the reality match your expectations? What we perceive is its reality.2. The best you can get information in the form of complaints. It would be nice if each of your customers told us what a great job we were doing, but what do I do? Not help us to improve our service. Complaints tell us how we can make better.3. If a person says, then there may be ten more who are also suffering, but you do not like to complain. Thus, when the solution for a client? S problem, check to see if there are other customers who may be affected. If you can solve things for them before they complain that they ea huge loyalty.4. The management of perception is to let customers know what expect.Most situations can be presented in a very positive way that saves the client of any disappointment.Accountants have the reputation of being very formal and perhaps a little 'stuffy. This society has understood that people may feel apprehensive about coming to see an accountant first. As advertised the fact that this was a place to visit. Also came to say that customers may not pin D-band costumes! 5th Sometimes business people say that things like accounting? But I said that the customer is required to put a little 'money for taxes?, O? We write and explain that this was going to happen?. What this tells me is that, despite some efforts, no? Still not properly communicate with their customers. Many feel that the communication has to do with sending messages? write a letter, send an e-mail, leaving a message on ansaphone. But this is not communication! Communication only occurs when the same message that is sent is received and understood. If customers do not understand the communication below, the communication must be improved. And there are many ways to this.Make ensure that communication is received and understood. Emphasize that? S important and what is right for information. Use simple language. Do not try to communicate too much at once. Ask your client to ensure that they understand. Use reminders for important dates. Use combinations of telephone, letter and the client email.If No? I do not understand your communication, can only be your fault.6. Listen and act appropriately. Often, the customer simply wants to know your problem. What? He does not ask for compensation. Aware.Always you want to hear. Let the customers know? Listen again. Ask questions and make some notes. Taken seriously? this is not a good time to smile or laugh! Try to find out what the customer wants to do. Often a simple apology is not enough. Sometimes, the action is more needed.Having a complaints system is an excellent way to demonstrate to customers that their complaints are important. A special form is very important for everyone.Thank to take the trouble to do. Let them know what you want. And to accomplish his promise. Try to inform the customer, though? S is not absolutely necessary. A customer really appreciate that you did something.7. Dazzle and delight your customers. Use this as an opportunity to really make a lasting impression. Most customers more loyal, if? I had a complaint to resolve your satisfaction that never have been the first problem arose.Derek Williams is the creator of WOW! Awards? Inteational Professional Speaker and Managing Director of the Society of Consumer Affairs Professionals in Europe.For more information about Derek Williams visit the WOW! Awards (including access to a FREE customer service newsletter) visit