Holicent
VIP Contributor
When you're working on a new product and you get customer complaints, here are some steps to take:
1. Get the facts. You need to know what the customer is complaining about, when it happened and how often it happens. You also need to know what happens when other customers do the same thing. For example, if one customer says you didn't give them their money back when you promised them, another may say the same thing happened to him or her.
2. Listen carefully to what your customers are saying and how they say it. Do not interrupt them or talk over them while they are talking. Give them time to explain their situation and let them finish before offering an answer or making any further comments or suggestions about what should be done by both of you (or by someone else).
3. If possible (and practical), follow up with customers after they have spoken with you so that they can tell you exactly what happened and how they feel about it. If there was a problem with the product that should have been corrected but wasn't corrected right away, ask them if they would be willing to wait until it was fixed before returning their order or canceling it completely.
1. Get the facts. You need to know what the customer is complaining about, when it happened and how often it happens. You also need to know what happens when other customers do the same thing. For example, if one customer says you didn't give them their money back when you promised them, another may say the same thing happened to him or her.
2. Listen carefully to what your customers are saying and how they say it. Do not interrupt them or talk over them while they are talking. Give them time to explain their situation and let them finish before offering an answer or making any further comments or suggestions about what should be done by both of you (or by someone else).
3. If possible (and practical), follow up with customers after they have spoken with you so that they can tell you exactly what happened and how they feel about it. If there was a problem with the product that should have been corrected but wasn't corrected right away, ask them if they would be willing to wait until it was fixed before returning their order or canceling it completely.
