@enterprise: “Thanks so much for writing about this—I’m sorry to hear that you were caught off guard by our billing.” “I can totally get how it can be frustrating to receive a charge that you weren’t expecting, especially when you’ve just started to use our tool.” “Could you share a bit more information with me so that we can get to the bottom of this? For example, would you mind sending me the username associated with your account along with the date that you received the charge? Using that, I can take a look in our system and see how we can get this fixed for you. You may send an email to firstname.lastname@example.org and I’d be glad to get back to you the soonest.
In some cases, further action is needed; you can offer a refund or a discount on their next service or ask how they would like to see things resolved. Interestingly also, some expressions can do wonders to help cool off the anger of a customer – because you don’t want to use those deadly phrases – like:
“I can understand why you’d be upset;”
“This is important — to both you and me;”
“Here’s what I’m going to do for you;”
“You’ve come to the right place to get this resolved;”
“Thank you … (for bringing this to my attention, being straight with me, for your patience with us, your loyalty to us even when things go wrong or your continued business).
Look for the lesson
No one enjoys hearing negative feedback; yet we have to agree that no Business is perfect! Humans are here performing, so there’s always a room for error. Take the time to properly assess the information related to customer in complaint, and look for ways your company can make positive changes. On the lessons learned from a certain complaint, are there any improvements to be made?
Block obnoxious complainers
Some people are never happy, no matter what you do. An online presence provides anonymous users with a platform to leave harassing or belittling remarks, while assuming there will be no recourse. “Blocking and reporting the behavior of anyone posting insults or profanity is a smart option. There is no need, however, to block someone who is expressing a viewpoint in a respectful manner - whether or not you agree with their opinion.”
Lastly, for most companies, the occasional negative comment is a small price to pay for the many benefits of connecting with customers online. When handled properly, it can turn into an opportunity to strengthen a damaged customer relationship and may even win you a fan for life. A complaint resides an opportunity to grow and as etiquette entails:
“The test of good manners is to be able to put up pleasantly with the bad ones; and business protocol is never far from this,” Andraos adds.