Effective work with reclamations

The worst thing in the work of a businessman - is working with claims and customer complaints. Even the penalties and provisions of the tax so do not worry, as discontent with partners. If the client is right - not so bad - sorry, mitigated the damage, and in good circumstances have left the best of friends. But what if the customer is wrong? After all, to recognize his own wrong is much more difficult. Obtained a paradoxical situation: like you're right, and at the same time - say about this - to lose a client! Complaint - a statement of the shortcomings found in the products purchased, demanding compensation for damages. Claim - a claim, an expression of displeasure. The term claim is used more in working with legal entities, and claims - with the physical. As for the retail industry, the complaint here is different from the claims of the subject: complaint - oral complaint, the claim - in writing. In whatever field you are not working no claims should alert you, except for situations where you personally caters for all clients to and from! There is always dissatisfied with this fact must accept and learn to accept the claim as a routine that allows you to accumulate the necessary information to you, imagine that the complaint - this kind of marketing research, and soon will become easier. Lack of complaints - this is not a complete customer satisfaction, which means that clients leave without explanation. In a competitive environment without exception, companies, especially small private firms to achieve customer loyalty, often personalized and high quality service. Claims for clients as a toy for your child - if it is on the top shelf of a supermarket, it is very desirable, as soon as her parents buy - it is absolutely uninteresting. And from the claims, if the book claims you have retracted the farthest corner, and you will not extradite any pretext, then expect a flurry of popular anger. And if on every street corner you are leaflets with opinion poll, if at the end of the transaction you send the customer a letter of gratitude to the issues than he was displeased with something, even if he would write a couple of complaints, then you will take note of them and continue work in a new constructive manner. The task of a talented businessman - to fix the largest possible number of claims "non-conflictual content. Businessman will need the following reaction client: "He walked past, he wrote nothing else to do, can, and will take into account my wishes ..." A large number of complaints received by telephone, pre-notify their customers that should not complain about the manager, with whom he works directly, but Secretary or the Director himself. Only in this case the complaint is guaranteed to be reviewed. Not every entrepreneur can not afford what the Quality Manager, and even the Secretary, so it's important to entrust the collection of truly independent complaints officer, and no warehouse manager or accountant. In resolving the conflict situation to do, because I wanted the customer is not the most important, it is important that he left happy! As practice shows, in a small business to solve problems is best able to so far, alas, the entrepreneur himself. In dealing with Complaints important to solve the problem the first time and did not return to it with the customer anymore. Do not procrastinate, do not expect that "will resolve" that the customer changes his mind, etc. If there is a problem, and it is justified, it must immediately decide whether it is desirable to deliberately sharply and quickly. In this case, your client will remain for ever. However, when a customer is not right, do not necessarily come at his bidding, offers mutually alternative, while the interests of both sides will not be counted. Fight for the customer to the last, and even if the assignment is in principle not possible! Ability to say "solid and sound" no "sometimes better soothes any compromise or apology. Conflict Management recommends the following procedure when negotiating with the client: To speak out. Clarify the problem, obtaining a customer's specific response. Recognize the problem, if there was a fault of your own. Do not look for blame publicly. Apologize, favors understanding the inconvenience, and hope for further cooperation. Check the impossibility of repetition of a misunderstanding. Seemingly simple algorithm aims to develop a common joint problem solving, and having participated in resolving the issue, the client is unlikely to abandon "his child" and would be happy reclaimed items!