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There are going to be situations
when something that is out of your control, eg Argentina's postal
system, causes a customer to get upset with YOU.
Let's assume the customer has a genuine
complaint. Let's also assume that we are an internet company that
sells books. It may be something straight-forward like "You sent
me the wrong book". In this case you simply say, "Keep that book
& I will now send you the correct book".
However most complaints will be difficult
& sometimes impossible to easily prove right or wrong - you will
just have to accept the customer's word.
An example might be "Page 54 is missing
!" or "You charged my card 4 weeks ago & the book still hasn't
arrived !" Or similarly "I sent you a money order 4 weeks ago,
have you received it yet ?"
Assuming you haven't received the
money order, simply ask the customer to take his duplicate receipt
to the place he purchased the money order & ask for a refund.
When a customer claims not to have
received a paid-for item or claims that the item is defaced or
damaged, you are really at the mercy of circumstances & there's
nothing you can do except try to make the customer happy, hoping
like heck that the customer is being honest. You have no way to
prove that the customer is not making it up just to get a free
book out of you.
However, a refund is a last resort,
not a first resort. Ask the customer if there is anyone else who
may have picked up the parcel, or perhaps accidentally damaged
it (eg a child may have torn the page out, or a business colleague
or wife may have picked up the parcel & forgotten about it).
Do not cast doubt on the customer's
story. It will upset them a great deal if you imply they are making
up a story. However you are perfectly entitled to bring to their
attention other possibilities.
Ask them if they would accept a credit
on future purchases rather than an actual refund. For example,
if the total cost including postage was $20, offer them a credit
of $30. Many customers wil be satisfied with this offer. Amazingly,
some will accept but never actually use their credit !
Respond promptly to complaints.
Everyone hates the feeling of being ignored after they have paid
good money. Offer your opinion on what has gone wrong. More importantly
offer a solution. I always try to offer MORE THAN one solution
so that the customer feels he has some control over the situation.
Show them that you care & they will
come back to buy more. The expenses you incur in resolving a complaint
will be returned to you many times over through the continuing
loyalty of a happy customer.
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