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Managing Customer Complaints With Your Business

Jan 10, 2008
Part of owning a home business is providing customer service to your clients. There is a great deal of information that can be helpful when providing customer service. One issue that should be addressed is managing customer complaints for your home business. There is no way to keep everyone happy all of the time. When you market products and services, there is sure to be someone that is going to have a complaint. Complaints are fine for a home business as long as you manage them well and turn the experience into a good one.

A customer may be in a bad mood and end up taking it out on you. No matter how belligerent, rude or nasty the customer may be to you, it is important to not take it personally. You have no idea what happened in that person's life that day or even week. Unfortunately, for whatever reason they may end up taking their anger and frustration with life out on you without even realizing it. Even if you know that they realize it, you still cannot take it personally. Taking customer complaints personally will create a volatile situation that you want to completely avoid. Remember that no matter what the complaint, it is not personal toward you specifically.

After the customer has calmed down, try and ascertain what the exact problem is that has upset them. Was the product different than they expected? Was the shipping delayed? Find out what the actual problem is that has upset the customer and caused them to complain. Immediately apologize to the customer. The best way to apologize is to tell the customer that you are sorry that they feel blank. For example, if the shipping took too long. You can say to the customer that you are sorry that they feel the shipping took too long to get the product to their house. This is not admitting fault because you are simply acknowledging their feelings.

For a complaint that there is no solution try and offer something to the customer. For example, if the shipping took too long in the customer's eyes, offer a discount on their next purchase. Offer to provide them with free shipping next time if you charge shipping for your wellness products. As the last resort, you can give them a partial refund for their product. When determining a refund, calculate how much the product cost you. Make certain that the product is cost is covered and refund the profit. This will enable you to refund them a bit without losing a great deal of money or completely giving the items away for free.

For a complaint that there is a solution, fix the problem immediately. For example, if the product arrived in poor condition. Go ahead and ship another product to the customer and ask them to ship the poor condition product back to you. Don't wait until you receive their item to replace it. The majority of time people will not keep both products. Let the customer know what solution you offer for fixing the situation immediately. This will let them know that you care about their happiness with your wellness products and services.

If the customer cannot be satisfied with any solution that you offer for the problem, ask them to give you a suggestion. In a calm voice ask them what they recommend that you do to rectify the situation for them. Often if they don't have a solution they will be more willing to accept one of your previous suggestions. Remember that a happy customer is going to repeat sales and spread the word about your products and services for your new home business.
About the Author
Zach Thompson is a 23 year-old network marketer & marketing consultant. Why Wellness Industry?
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