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The Customer Is Always Right, Right? New Rules to Handling Customer Complaints

In today’s business world, this old axiom may not hold true. According to Inc.com, this is possible because today’s best customer service is not something that can be easily faked. Customer service and the handling of customer complaints should be a more personal experience within a startup company—just look at Zappos.com. They use customer service as their number one greatest feature, and it really, really works! So let’s take a closer look at customer service skills so you can improve your handling of customer complaints and continue to grow and improve your business.

1. Act Like A Teenager Again-Break The Rules

Here’s your chance to feel like your old, 15-year-old self again—customer service gives you the opportunity to be your carefree self and break some rules! When a customer has a complaint, they don’t want to hear a recitation of your company’s return policy. Instead, they want to be treated as an individual, not just another number. So, every once in a while, you have to break the rules and guidelines of your own business. Sometimes bending the rules is ultimately cheaper than losing a valuable customer. Even worse is when that particular customer leaves and relays a negative story about your company. So don’t be afraid to break some rules when it comes to customer service.

2. Act Like a Parent-Limit the Options

When you take kids to the grocery store, they always want everything; from the incredibly tasty Go-Gurt to the spinning Elmo toothbrush. To avoid mid-grocery-store tantrums, most parents limit their kids by saying, “Okay, you can choose IN ONE thing.” This is what we need our customers to do. Customers who are too demanding can hurt your ability to grow a valuable business, so make sure you give your customers limited options. Don’t let your marketing instincts ruin your entire business model One of the best ways to do this is to prevent customers from becoming overly demanding.

3. Act Like a Candidate-Monitor Your Reputation

Whether you are a candidate for a job, a candidate for an award, or a candidate for a political position-most are very concerned about one thing: their reputations! A startup company needs to monitor their own reputation as well, especially online. When customers rant online, it has the potential to tarnish a company’s brand—and it can also scare away potential buyers. To track what’s being said about your business online, use Google Alerts or Trackur, Radian6 and Viralheat.

4. Act Like a College Student-Listen and Learn

Just like a college student patiently listens to daily lectures (we hope!), you need to patiently listen to your customers. If a customer starts yelling, shut up and just listen. When customers are under a lot of frustration, it’s common for them to vent on a company before considering a proactive solution. Therefore, it is important for you, as a small business owner, to avoid acting defensively and use empathy when speaking. Usually, customers will calm down if you keep asking them open-ended questions that involve the real individual.

Additionally, it is important to remember that necessary business continuity decisions can upset customers. Let customers express their opinions and then try to find a solution that makes everyone happy. Customer complaints enable a learning process – your business can quickly learn what valued customers do and don’t like and you can implement this into your business strategy. Customer feedback is an extremely valuable source for improving your business.

I let you act as a teenager, a parent, a candidate and a college student when it comes to handling customer complaints. Remember these four personas and you’ll be on your way to better customer service for your business!

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