Say What?

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Say What?

The customer is not always right. But customers are always important. With that in mind, here are five quick responses to customer complaints.

RON KAUFMAN

The last thing a stressed, dissatisfied customer wants to hear you say is: "You're wrong." What they want to hear is that you understand them, appreciate them, and agree with them on the importance of the value they have cited in their complaint.

Here are a few quick scripts to use when responding to customer complaints:

Customer Complaint: Rude Service

Your customer says: "Your staff was rude and totally unprofessional."

You say: "You are right to expect courteous, respectful, and professional staff."

Customer Complaint: Too Many Rules

Your customer says: "Your policies are rigid. Your company is so bureaucratic."

You say: "I agree that we should be as flexible and user-friendly as possible. Your suggestions can really help."

Customer Complaint: Overpriced

Your customer says: "This product isn't anything like what I was promised. And your price is way too high!"

You say: "I am on your side in this situation. You have a right to be satisfied with whatever you purchase from us. You deserve good value for your money. Let's review what you have purchased and see if there's a better option for you."

Customer Complaint: Too Slow

Your customer says: "I've been waiting forever. Why did it take you so long?"

You say: "We understand that in today's world speed counts. You deserve fast, friendly service."

Customer Complaint: Bad Website

Your customer says: "Your website is terrible. I couldn't find the information I needed."

You say: "You are right to want an informative, user-friendly website. What information couldn't you find? Your suggestions on how to improve the site are a big help."

Notice how your responses make the customer feel right. We don't argue over the facts: rude staff, stiff policies, or insufficient product features. But we do actively agree on the importance of what they value most.

Let's face it: the customer is not always right. But customers are always important. We can make them feel much better by agreeing with them on the importance of the service dimensions they identify and value.

Ron Kaufman is author of the New York Times bestseller Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet (Evolve Publishing, 2012, ISBN: 978-0-9847625-0-7, $24.95, www.UpliftingService.com).