Undertaken to demonstrate that their clients when they complain

Undertaken to demonstrate that their clients when they complain Companies like to brag in their advertising about quality of work, commitment to their customers, and excellent service. These statements are also proudly advanced the Mission, Vision and Values statements. They are fundamental to success.But, let? S face that sometimes makes misteaks (harmful), and even the best companies, anger a loyal customer. If we are lucky, we have accumulated enough? Satisfaction of the capital? miffed with customers, with the time and effort to make a complaint, which gives us the opportunity to rectify the situation and not just silence them defecting to competition.It makes no difference if the complaint is justified or not (the Customer misteaks not too!), but when a customer complains, realize that the company offers the opportunity to continue the relationship with the customer and maintain a backup of all the commitment to the immediate objective, courteous and satisfactory response . Both? s take the complaint is unjustified, and the client is dead wrong. You are in a position potentially lose a customer without having done anything bad to better respond quickly. Reply by thanking the customer for bringing the matter to your attention and politely explain to the customer? S incorrect perception of error. Bid, a? Thank you for your loyalty? extra service, coupon, or only partial reimbursement to help induce the customer to retu. After all, the customer of the complaint gives you the chance to rediscover back.On other hand, if the complaint is justified and that is in error, think of this as a real opportunity to prove himself. If the error is systemic change the system to ensure that this error does not recur and to notify customers about the new procedure. If the error is just a stupid mistake, and apologized profusely. In any case, the right incentives to evil, and monitoring. If you work sincerely apologize and explain the situation that caused the problem, people who have served in the past, will give him a second chance when you were commitment.Larry Galler coaches and consults with high-performance executives, professionals and small and medium enterprises since 1993. He is the author of the long-term (every Sunday since November 2001) business column, first row with Larry Galler "Sign up for free newsletter to your questions? Email larry@larrygaller.com