Wednesday, September 18, 2013

The Dos and Don’ts of Handling Customer Complaints in Your Shoe Store

Every once in a while, any kind of business will encounter a customer who aren’t pleased with a product or services she get. That’s completely inevitable. Like we always say when we’re faced with difficult situations, we can’t really please everybody. But in wholesale women’s shoe business, handling a complaining shopper is crucial to the image of the company and the overall shopping experience of your customers.

The way your company responds to complaints can have a great impact in your business. Train your shoe store staffs about the proper way of dealing with your costumers and make them aware of the proper procedure of handling complaints so you can properly address it before it escalates.

Here are some Dos and Don’ts of handling dissatisfied customers.

Do: Listen and Listen well

Most of the time, when people voice out their complaints, some store owners tend to be defensive about their business that they fail to sincerely listen to their customers. Sometimes, just staying calm and hearing out your customers can make a lot of difference. Understand their valid points and acknowledge that they have the right to complain if they find anything unsatisfying about the shoes she purchased. 

Don’t: Get into an Argument

Arguing will get you nowhere and may even damage your relationship with customers permanently. Most of the time, a customer will only complain because something made her rightfully upset and dealing with an upset person can be a little tricky. Always try to keep your cool and try not to get into an argument you cannot resolve.

Do: Go the extra mile to resolve complaints

Addressing complaints can go for hours and can even jeopardize your whole business transactions. However, this is not enough reason to just shove off the complainants and play deaf about their concerns. Instead, if they complain about a wrong shoe size or damaged product, make them feel better by giving the extra attention and going extra mile about their requests. This way you can make a great opportunity to build customer relationship out of her complaints.

Don’t: Think it’s no big deal

We all try to provide quality customer service, we get our supplies from a reputable wholesale shoes store and we’re pretty confident about the quality of our products. But the thing is, there are some people that will complain one way or another. And even if that complain only comes from one person, it doesn’t mean that you can’t just shrug it off and ignore it. You don’t want to have your name in review sites and see how bad you handle a customer complain all over the internet.

No comments: