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3 principles of handling customer complaints
There are cases when company employees do not consider it necessary to resolve a consumer’s issue because it seems fictitious to them.
That is, some of the customer service staff only work with complaints that seem objective and fair to the employees. This is fundamentally wrong, since such an approach does not solve the problem that the consumer has, but only aggravates it.
Admitting mistakes
It is important to understand that everyone makes mistakes from time to time. No matter how hard you try, you still can’t avoid them. And it doesn’t matter whether the mistake was real or only exists in the eyes of the client. In any case, complaints that are not adequately and competently resolved reduce loyalty to the company and its products. It is important to learn how to properly handle incoming complaints and maintain a balance between your interests and satisfying the customer’s requests.
Principles of handling customer complaints
If a complaint from a client has been received, especially if it is justified and fair, you need to admit your mistake and express regret as soon as possible. A quick and sincere apology increases the clients' trust in the company and increases the likelihood of further cooperation with them. It is especially important to honestly admit your mistakes, and not just unsubscribe for the sake of it. This work should be done by experienced employees who understand how to properly build a dialogue with the client so that he is satisfied.