Resolve Retail Customer Service Complaints in Four Easy Steps

August 03, 2015

retail customer service complaintIt's never easy dealing with a retail customer service issue. Sometimes it may seem like they’re looking for trouble, but complaining customers are probably just looking for a solution to a frustrating problem.

If you provide excellent customer service and follow procedures, complaints should be rare. When they do occur however, stay calm. Breathe.

I know, staying calm is tough when your patience is challenged by complaining customers! But customer service means taking the good with the bad.

Use this four-step system to deliver excellent customer service: listen, acknowledge, solve and thank to get to the heart of their complaint and give them a solution fast!

LISTEN
Let the customer voice their complaint without interruption. The biggest mistake is “second guessing” a customer service gripe and trying to cut them off before they have finished their story. Use this time as your chance to identify what it is they are REALLY upset about. Remember, don’t take it personally. It’s probably not about you.

Discover how to provide excellent retail customer service with this comprehensive primer

ACKNOWLEDGE
Say you understand and are sorry for the situation! The customer wants your attention and understanding. You won’t lose dignity or concede to being wrong by making the customer feel that you understand their frustration. Remember, you are saying you understand. You are not saying you agree or will give them the moon. They’ll also be more receptive to your solution.

SOLVE
Offer the customer real solutions, telling them what you CAN do for them. Don’t dwell on what you can’t do. You might begin by asking what they would like you to do. They may actually require very little. Sometimes we hear “I want my money back” instead of “I want to exchange this.” Resolve the complaint on the spot whenever possible. If you plan to deal with it later, tell them exactly what you plan to do and when. Make sure you follow up and do it!

Be careful how you tell a customer a solution. For example, if you say, “Mary’s the only one who can give you a refund” - you have as much said, “Mary will give you a refund.” This may or not be what Mary wants to do. Don’t pass a complaint off for someone else to fix. Listen and put yourself in the customer’s shoes.

THANK
And as always, thank them for shopping with you. Remember, if they are satisfied, they'll tell everyone on Facebook, Twitter and Yelp just as they will if they don't get satisfaction.

See also, Stop Selling, Start Listening To Your Retail Customers. 5 Ways How

In Sum

Using this simple four-part method of listening, acknowledging and offering solutions, you can handle any customer service complaint!

 

Discover 12 Steps To Being A Top Salesperson

Read More About:

Customer Service

SalesRX Banner Image

Get Your Crew Trained. Login. Learn. Sell.

SalesRX Logo
Train Your Team Now

Increase Your Retail Sales

Click To Learn More:

Retail Sales Training

  • What is it?
  • What options are there?
  • What does it deliver?

Retail Sales Training Online

  • Getting started
  • Employee buy-in
  • An in-depth look

Retail Customer Service

  • What it means
  • How to deliver it

Retail Merchandising

  • Merchandising strategies
  • Displays, traffic patterns, and signage
Buy Now
Feedspot's Best Retail Blog & Website Image