7 Effective Ways to Handle a Customer Complaint

7 Effective Ways to Handle a Customer Complaint

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No matter how great your business or product is, there is always going to be dissatisfied customers here and there.

The Customer Is Always Right

The customer might be genuinely disappointed or could be displeased with a small issue. Any type of complaint should be handled carefully since every customer is important. If it is not handled carefully, you risk losing a profitable customer and they may leave a negative review on social media where it would influence others to avoid your company.

These are seven ways to effectively handle a customer complaint.

Listen

When a customer is angry with you, it is important to stay calm, not to rebuttal, and listen to what they have to say. Make sure not to admit that something is wrong when in fact it is not. The best to approach this is to recognize their feelings by saying statements such as, “I understand that you are very irritated about that”.

Be Objective

It is natural to feel defensive and offended when someone is attacking you, but try your best to be objective. Do not react emotionally, put your feelings aside and react in a way that is best for your business. The best outcome when it comes to a customer complaint is to wait till they have calmed down and come up with a solution that makes them happy and ensures that they would come back. If anything, use the complaint as feedback and implement it to your business to avoid the same complaint in the future.

Clarify

To understand what has happened, calmly ask the customer open-ended questions. Some examples of these questions are, “Can you explain what happened?” or “When did the problem first occur?”.

Empathise

Even if you think the customer is not right, you have to make them feel that they are validated by empathizing with them. Only when customers feel that they are listened to and understood, then they would open the gate to think about any of the solutions you throw at them.

Take A Break

If you feel that the complaint is stressing you out, you may need to take break from the situation by letting them know that you will look into the situation and get back to them. Breaks allow you to calm down and look at the situation more clearly. A good way to relieve yourself from the stress is to rant about the customer’s complaint to someone else during your break. It is important to remember that you are human and you have emotions too.

Remember its’s Never Too Late to Apologize

When a consumer has sincerely been let down by your product or business, apologize to them by genuinely and respectfully showing you regret what had happened and that you are sorry. This is the chance for you to restate the values of your company and recognizing what happened to them was not okay. An example of an apology would be, “I am truly sorry, you should not have gone through that. This is not the service that we aim to achieve or offer, but I would like to resolve this situation.”

Fix It ASAP

Everybody makes mistakes, and everybody has those days. But it all matters on how you fix the mistake. This would be your opportunity to show how dedicated you are to your customers and that you implement your company values. You can do this by addressing the problem, and letting them know that it will never happen again, or solving the problem and rewarding them something for free as an apology.

The 7 Step Guide to take your business to the next level

The 7 Step Guide to take your business to the next level

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More and more successful people are starting up their own businesses every year, and realizing the benefits of being your own boss. Most new entrepreneurs do most of the job themselves so that they are in control of what needs to be done. However, there will be one point in time that you will want to grow business for strategic and financial reasons.

Here is a guide that discusses seven ways to take your business to the next level.

Find Your Product

Success only comes with efficient marketing, passion, an effective team, and an amazing product or service. The business world is highly competitive, which means to be able to get noticed you would have to have an outstanding product that people would want buy again and again. One way you can figure out what the new product should be is to understand and consider what problems people have and how you can solve it. It helps to create a product that you are passionate about since it would give you a comprehension on what is truly needed.

Act Fast

When there is an opportunity in front of you, it is good to act quick and make the most of what you can. Certain entrepreneurs may be scared to accept new opportunities, but being afraid of it is blocking your growth to success.

Grow Your Team

Some people run businesses on their own, but the best way to successfully grow your business is to hire more people. Hiring employees specialized in design, finance, information technology, marketing, and sales would give you more insight and new ideas to make your business grow.

Be the Best Manager

To efficiently run your business, you have to be the best manager you can. This would require you to communicate with your team, set goals for the company, make wise decisions, make time for your workers, recognize achievements, and enjoy your job.

Network, Network, Network

Attend events to network with other people. Events such as business seminars and conferences is a great method to network with other successful businesses and learn strategies from them. You would also have the opportunity to meet possible customers and let others know about your business.

Business to Brand

Turning your business into a brand can spread a good reputation for your company. This can allow it to become highly recognized and result in having customers choose your business out of all the others. Branding requires good marketing and logos that stand out, in order to have your clients remember them. Promoting your brand through social media is also a great way to endorse your business.

Invest Sensibly

There may be times you may have to buy new infrastructure, stocks, or properties to grow your business. This would cost a lot of money in the short term, but it would lead to a high profitability in the future. Another way to invest is to rely on business investors or business crowdfunding. To attain an investment, it is wise to come up with a tactical business plan that has a strong vision of your outcome.



Taking your business forward

Taking your business forward

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The way forward for your business to reach excellence would be definitely to employ a well-planned strategic management process. To begin with, evaluate your company’s vision and long-term goals. Assess the company’s strengths and weaknesses & conduct a detailed market study and competitor analysis. With these inputs, draft a clear-cut strategy that will pave a well-defined path to steer your company growth towards excellence.

Implementing this plan in real-time could be quite a challenge. Whether you are in the managerial board, starting off as an entrepreneur or already are a business owner,  these some simple tips will help you take your business to the next level:

Have a clear vision

Your strategic growth plan should include a well thought-out clear vision. It must serve as a compelling catalyst for the team and inspire them to work towards the goal passionately. It must have clear targets to measure progress and a finish line, so the organization can know when it has achieved the goal.

Make sure to convey the Big Picture

Make sure everyone is on the same page. You will not achieve your goals if your team cannot picture where they are going. Make sure that the company and it’s stakeholders get the big picture. This ensures progressive growth in the set direction.

Build the right team

Invest time in the hiring process to select the right candidate. But never hesitate to fire the wrong candidate. One wrong team member wastes the entire team’s time and effort spent on training the candidate and fixing their mess. So never be in a rush to fill a vacant spot.

Keep the team motivated

Any team will be motivated to work if they face interesting challenges along the way. Keep the journey fun and exciting. Set interim targets, encourage healthy competition and offer perks and monetary benefits to keep the team motivated. Invest in team building.

Never compensate integrity

No matter how many challenges or hurdles you face along the way, never compensate the integrity of your company. Don’t ever let greed get in the way. Once you lose your reputation, you can never earn it back. In the end, nothing is worth it.

Have a unique selling point

Strive to be different from your competitors. Build a unique strategy that will stand out. Maintain a personal relationship with your customers and encourage real feedback.

Lead by example

Employees are what make a firm reputable. Inspire your employees to be the best, motivate them, and help them grow. Make sure to provide continuing education too. It is vital for your team members to strengthen skills and gain industry knowledge. Make sure that they are given the right tools and resources to do their job efficiently.

Email Addiction

Email Addiction

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Every day the average office worker can receive up to two hundred emails. It takes approximately two and a half hours to read and respond to all of these emails. So why can’t we stop getting distracted from our work and dropping everything else to answer these emails?

‘You have new mail’ – The Science behind this

Every new email activates a release of dopamine in our brains which is a feel-good chemical released by the brain. We quite literally become addicted to this feel-good feeling and hence drop all else that we are working on to respond. But studies have found that the interruptions caused by these emails are more detrimental than was previously thought. In a study last year, Dr Thomas Jackson of Loughborough University found that it takes an average of 64 seconds to recover your train of thought after interruption by email.

Email – Addiction Rehab Tips

By employing a few useful techniques we can beat the email-bug and focus more continuously without the constant distraction.
  • Design a Reusable Template
A lot of time is spent formulating the structure of one’s email because we do not know what the other person is expecting. When joining a new work-team any uncertainty can be avoided by explaining up front what your style of email is. Do you prefer long well thought out complete sentences or are you okay with succinct dot-jot style notes. If this is clearly communicated you do not need to worry about thinking of the perfect salutation each time or even responding if there is no need. Just  design  a  reusable  template  that  will  save  your  time.
  • Time out
Another simple strategy is to turn off your email notifications or close the email tab on your computer. If we don’t hear the ping notification every so often we will not be as eager to respond immediately.
  • Fix an email schedule
The average worker check their email a whopping fifteen times per day. A good technique is to schedule two times a day when you will sit and respond to all your emails. Once in the morning and once in the afternoon is usually sufficient. It is also serve well to advise your coworkers that if they need you for something urgent, a call would be the quickest way to get into contact with you.
  • Respond immediately
Often times once we read an email we leave it to respond to at another time. This usually means that we come back and must re-read the email once again. All this time re-reading email adds up! Instead, once an email is read it is best to just reply immediately and finish the task completely so it does not need to be revisited.
  • Choose other mediums if possible
Depending on what the message you are trying to convey is, consider whether email is the most effective medium. For more complicated issues often times a quick ten minute meeting can take the place of a long email thread. And, remember you do not need to CC and BCC every single team member in every email that is sent. Including just the relevant people in a message can reduce the clutter by a lot. By employing these simple techniques you can beat the email addiction and actually get work done at work!
Digital and Analytics – Moving forward in Sales

Digital and Analytics – Moving forward in Sales

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Most business leaders are fully aware that in order to keep their sales teams up to date, they need to invest in sales automation and associated software that have become an indispensable part of sales and operations. 

Role of Digital and Analytics

The truth however is that mere automation is not enough. Only by harnessing the power of digital and analytics, it will be possible to identify, drive and even scale meaningful changes that will serve a company well. Companies who implement these changes in a disciplined way undeniably reap benefits, both in the short and long terms. 

Best Practices

It will pay off well, if business leaders bear in mind the following points 
  1. Mere automation is not going to significantly increase sales performance. 
  1. It is important to identify the intelligence that is required. While the market is awash with several cool intelligence and analytics products, not all of them will serve your sales reps. Involve the sales reps in the process, use data to capture the effect of all sales and then use the insights to drive revenue. 
  1. The sales leaders need to focus on capabilities that make a difference. The  parameters that will greatly influence the sales performance is the size of the pipeline and conversion rate, and ideas that are in line with overall transformation vision of the company. 
  1. Deploy the analytics tools in skill management and development. Identify the skills and strengths of your sales personnel. Simultaneously, gaps in skills will become evident.  Relevant and personalised training can be provided to your sales force. 
  2. Beat the drum! Make sure you demonstrate progress to the team and stake holders. Every small win, real-time insights and news about individual contribution will spread a positive feeling about the goal. Further, this kind of communication will make the team feel the progress they are making, motivating them to do more. 
Over all, digital and analytics tools can significantly enhance a sales capacity. However, it is important that there is a clear vision in sight and the tool should be used to achieve the same. The tool must be a significant part of a pragmatic, complete and integrated solution.