How to Answer Complaints?

How to Answer Complaints? :

If your customers are worth having, they are worth satisfying and if your goods are worth selling, it is worth your while to demonstrate that fact to your customers, even after they have bought your offerings and you have their money. No legitimate business transaction is really completed until the customer is satisfied with his purchase. A satisfied old customer often represents more potential business than a bookfull of untried prospects. If you have given him a square deal, he never stops saying good things about your business; but if you have left him dissatisfied, he never stops driving it away.

And it is not such a hard matter to show a man that you have given him at least all you have agreed to give him, if you go about t in a courteous, tactful way. Most people have more than a spark of reasonableness in them and an ability to recognize a fair proposition when they see it. If they haven’t, they haven’t the possibilities of being good customers and no concession, however generous, would ever satisfy them.

Good answers to complaints, like good collection letters, are largely a matter of attitude. There is no use assuming a high and mighty position and trying to make all your customers conform to your ideas of what a square deal is. It is better to assume a fair but open-minded position and then show each complainant that he really sees things as you do after all.

Neither is there anything to be gained by allowing yourself to become aroused over anything that a man with a kick may write you. For back talk simply aggravates the customer instead of pacifying him and leaves the grievance farther from settlement than it was before. And what is more you ought not to give the unreasonable kicker the satisfaction of knowing that he has stirred your temper.

How to Answer Complaints?