Customer Complaints - Techniques For Special Occasions

By Jonathan Farrington

I need to say right up front, that most people who complain have a legitimate reason to do so and we should actively welcome customer complaints.

However, sometimes it is just not possible to reach agreement with or appease a dissatisfied customer or client. You should always be alert to the following:

The Manipulator:

Everyone would like something for nothing given the chance, but most of us stop short of deliberate scheming. Those who are clearly out to complain to get freebies – meals, vouchers, tickets – need firm handling otherwise they go away and tell their friends to try the same trick. They could put you out of business.

The Noisy One:

Plenty of volume, fist thumping, table banging, bulging veins but no real cause for complaint. Sounds familiar?

These people just want to be heard. They’ve got a bit of a chip on their shoulder. Take them away from the crowd, sit them down (it’s harder to get angry then), stay in control and if all else fails say, ‘I’m not prepared to listen until you stop shouting’. If need be, call for back-up

Techniques For Special Situations:

Chronic Complainers:

Some people (less than 10%) complain out of habit. It’s a behaviour pattern they have learned. You can see them coming, again and again. The rules are simple.

• Be patient; don’t give them real cause to complain about your attitude.

• Ask closed questions, keep dialogue to a minimum.

• Stick to the point.

Some managers call their bluff.

‘Well Mr. Davis. I am really sorry you are yet again unhappy with our service. Perhaps you would like to try … on the High Street.’

This often stops them in their tracks.

In Summary - Drawing The Line:

Every company will draw its own boundaries but some general guidelines used by many businesses include:

• Threats of violence – physical and verbal

• Abuse – swearing, shouting

• When nothing seems to be acceptable

• When reason doesn’t prevail

• When you correct the problem but then there’s something else …!

• When it’s clear your customer is out to abuse the system

Some customers aren’t worth having. They are bad business. Don’t be frightened about losing them providing you are certain that you have been fair, acted with integrity and endeavoured to obtain a “win-win” conclusion.

You may also find this article of interest: Do You Welcome Customer Complaints Or Do You Have Your Head In The Clouds?

Copyright © 2006 Jonathan Farrington. All rights reserved

Jonathan Farrington is the Managing Partner of The jfa Group To find out more about the author or to subscribe to his newsletter for dedicated sales professionals, visit http://www.jonathanfarrington.com

More Resources

Unable to open RSS Feed $XMLfilename with error HTTP ERROR: 404, exiting

More Customer Service Information:

Related Articles

Becoming A Solution To Your Customers Problems
Those of us in home based and small businesses are in effect selling our product. So becoming an effective salesperson is very important.
Customers - Hold Onto the Ones Youve Got
You probably spend a great deal of your time looking for newcustomers or clients. However, are you sure your doingenough to hold onto the ones you've got.
What Every Manager Should Know About How to Win the Loyalty of Customers
Dr. Michael LeBoeuf, in his cassette album entitled, Win Customers and Keep Them for Life presents twelve principles that will transform the workplace into a customer-driven, highly motivational team.
Customer Service, the Internets Primary Neglected Business Concern
Customer service is everything to a business. Just look at big, successful retail chains: They let you return perfectly good merchandise just because you changed your mind.
Customer First Customer Service
The world of customer service is rapidly changing. Thirty years ago, telephones and mail services were the norm for most companies.
What Every Manager Should Know About How to Prevent Customer Service Conflicts
There are five techniques that have been proven to be effective in resolving, minimizing, and preventing conflicts. And by conflicts I am referring to any of the following that may take place between two or more people: misunderstanding, miscommunications, arguments, disagreements, mixed messages, fighting, etc.
Are You Giving Your Customers Enough Reasons To Return To Your Business?
Good customer service just isn't enough anymore in the marketplace in which we live. Times are changing and business owners are learning that they need to create such an awesome customer loyalty program that they are always at the forefront of their customers' minds on a regular basis.
Client Appreciation - It Means Everything!
Want to know the secret for keeping your clients forever? And what if you could keep your revenue growing by 25 percent every year, because your clients loved the way you appreciated them? In this article, you will learn how easy it is to develop a powerful client appreciation program. Once in place, an appreciation program will forever change the way you operate and manage your business.
Customer Service Tips - Is Your Business A Leaky Bucket?
Customer service and customer service training are vital for any business.But, is your business a leaky bucket?This is a question I always ask small business owners who attend my marketing seminars.
Dealing with Disgruntled Customers
No matter how hard you try, in business you simply can't please everyone. You could have a highly trained customer service squadron and an award-winning product, but still you'd have some buyers who just weren't happy.
Your Career Plan--Think Like A CEO
You've been going 6-to-late; exhausted by running the supersonic treadmill of life and wish you had a different job. But you can't because you have no time and you're left spent at the end of every day.
Have You Hugged a Customer Today?
It all started a couple of weeks ago when a friend asked me if I could scan and print some of her slides. No problem, I said.
Customer Service and Call Center Outsourcing, Whats The Buzz?
The buzz is all about customer service and call center outsourcing, also known as BPO (Business Process Outsourcing). According to Gartner, the outsourcing market in Europe has grown with over 6%, BPO with 10%.
Making the Connection: Customer Relationships That Build Your Business
Have you ever wondered why you often find a coupon tucked inside your cereal box, or get invited to a customer preview sale at your favorite department store? Those companies know that their existing customers are the best - and most profitable - customers they'll ever have. So it's not surprising that they'll do whatever they can to keep these customers happy and coming back again and again.
Provide Exceptional Value - Grow Your Business
The primary objective of a business is to get and keep customers. Growing a profitable business requires providing exemplary customer service and products or services of exceptional value.
Write a Business Thank-You Note
Have you seen that thing on TV where the gal tellsthe nerd she wonders why he never asked her tomarry him and he stumbles and says "Thank You" andshe turns to butter?The point of the message is that "Thank You" goesa long way to making people feel better.Personally and in business, develop the "ThankYou" habit.
Difficult Customers - Theres No Such Thing
A couple of years ago I had a call from a Customer ServiceManager working in the paper industry. He wanted me to run aseminar for his team, on "How to Deal with DifficultCustomers".
Businesses Need to Rehumanise
Big companies and corporations have lost the human touch. The question is, when will humanity catch on, or like robotic sheep will we do whatever the business shepherds tell us, no matter how bad we are treated? I am talking from firsthand interaction here.
Whats The Customer Service Buzz About Your Business?
If you're a regular reader of my column you know that my number one pet peeve is bad customer service. Nothing chaps my backside more than paying hard-earned money for a product or service only to have the provider of said product or service become apathetic, obnoxious or just downright rude after the transactional smoke has cleared.
Develop Loyal Customers for a Lifetime - part 1 (1 - 10)
Traditional marketing strategies encourage business owners to continually grow their businesses by adding new customers. In today's competitive world of business, it is more important than ever to aim for more transactions with existing customers by using the power of customer follow-up and attention to good service.