Handling Complaints

Everyone has heard the saying, " The customer is always right." While there are times when this idea can really be put to the test, quality customer service is something that every business, no matter what industry, should strive to possess. Addressing customer complaints is a key part of building a good customer service image. Customer complaints can actually benefit your business,as it gives you a clear idea of what areas need improvement and provides you with direct feedback from your clients. Promptly handling customer complaints can build you a strong and loyal client base; disregarding them can result in lost sales and a poor brand image.

      By listening to your customers and responding quickly to their concerns, you give them a good reason to keep doing business with you. Customers appreciate changes that are in direct response to their suggestions.

You must take action at the time of complaint or the problem will only grow larger in the customer's mind. If the problem is left unresolved for too long, the customer will tell other clients, friends and co-workers about the negative experience.

Questions for Discussion:

1. What do you think of the saying " The customer is always right."? And give your reasons.

2. Do you think customer complaints can benefit your business?

3. How can you build a strong and loyal client base?

4. What influence will you have on your business if you leave the complaint unresolved?

Suggested Answers:

1. I think this saying is right. / I don’t think this is right. (open)

2.Yes.I think we can improve our business from the feedback of the customers.

3. We can build a strong and loyal client base by deftly handling customer complaints.

4. We may have a negative influence on our business if the complaint is unresolved.

    The most important aspect of any business is customers—without customers,your business will not succeed. And happy, satisfied customers will carry your business to a great success. Knowing that, most business owners and their staff all try to make their customers happy with the services and products.

    However, even the best business will have unhappy customers. They may be unhappy about something out of your control or be unreasonable, but if they are unhappy it can affect your business. Complaints can also be positive! Instead of being scared of them,consider the advantages of  hearing your customers’ complaints.

     If  you make it easy for customers to come to you, you will know about their complaints and be able to do something about it. Try to consider their complaints as a feedback system where you can learn and improve.