Customer Complaints

Super Mod · 03-06-06, 12:28 AM

How do you deal with customers complaints? I usually just take it on the chin even if I'm not in the wrong and try and act cordially to the customer. I address their concern with a smile on my face and help them as best I can. (However, I'm not always perfect.) How do you handle customer complaints?

anteater · 03-06-06, 06:05 AM

I usually apologize even if its not my fault!
I figure that it's best to make the customer happy. Unless they do something outrageous, I will usually try to make amends, and possibly offer them something for free or a discount to make up for it.

darren · 03-06-06, 06:08 AM

If its my fault I oppologise and try to come up with someway of ammending the problem but if it isnt my fault it depends on the attitude of the person complaining.

If they are coutious when they speak to me I will try to help them but if they insult me or give me abuse i will often find a way of telling them that I dont have to do anything.

**Chris Gwynne** · 03-06-06, 06:54 AM

If it's my fault I'll apologize for it. However if its the fault of the client for not explaining something I'll point it out to them in detail. I'd rather not take the blame for something that wasn't my fault, which could later harm your rep.
If if is your fault you're upfront about the complaint and accept it was yours, hopefully you'll be respected by them more.

kris · 03-08-06, 01:37 PM

I was always taught the customer is always right (although they often are not). I always try to solve any problems to the satisfaction of the customer without making things too difficult for myself.

**Chris Gwynne** · 03-08-06, 03:11 PM

After todays experience, I get seriously annoyed at customer complaints especially when they're in the wrong.

anteater · 03-09-06, 04:34 AM

Even when they are wrong, you still have to be nice!
Thats the bad part.. but if you want to continue to get their money, theres nothing else you can do.

Make out like they are right, or politely explain why they are wrong. But dont let the issue hang around too long.

SophMedia · 03-09-06, 03:29 PM

A rough concept for some..
The customer is always right.

Now you can't let yourself be cheated, but you get my point.

stevo · 03-09-06, 08:36 PM

Yes.. we all hate that saying I think

I know I do.

Sometimes though, the customer is so blatantly wrong, and rude, that you have no choice but to discontinue working with them.
I have to do that once. I lost money, but in the end I was happier not to deal with that person anymore.