Ensuring that customer feels “always right” begins with the before mentioned prompt reply to e-mails, even if they are substantial complaints that must be evaluated within the company.
Answer all the complaints - within twenty four hours is, again, a good rule of thumb. Have someone designated to answer complaints or to route them to the appropriate person for maximum efficiency in replying.
If the complaint is serious and a offer of resolution will take time to develop, then send e-mail notifying the complainant that their complaint has been heard, a proposed solution is forthcoming and give them some time line for receiving the expected reply.
Along these lines, sometimes twenty four hours will seem too long to wait for an answer to a complaint. List your company’s customer service phone number on your web site for those customers’ that feels more like crises.
If no one will be available after hours to listen to a complaint, provide voice-mail access, and ensure a reply within one business day. Sometimes allowing customers or clients to vent their frustration when they need to, is enough to win their trust and respect and to keep them coming back.
The Customer is Always Right
