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This may help you please read.

By: Bob Popyk
(Furniture World Magazine)

What you may not realize is you don’t have to give away the store to make things right.
You don’t have to get in a shouting contest with someone whose complaint is unjustified,ludicrous, or stupid.
Some people just want to be heard.
They just want some type of appeasement, and it isn’t always money.

In a recent survey, most customers said they wanted the following from
store owners, salespeople, and service personnel when they complained.

•They wanted to be believed.
They wanted someone to see it from their side.

•They wanted some type of fair settlement,
some relief, something to appease them.

•If they didn’t get the relief they were looking for,
they wanted a reasonable explanation of why their requests were denied.

•They wanted their complaints settled easily and quickly.
They didn’t want to waste a lot of their time.

•They wanted to talk to a minimal number of people.
They didn’t want to hear “it’s not my department,”
“it’s not my job,” or “you’ll have to talk to someone else.”
They didn’t want to be juggled around and
treated like a second class citizen.

•They wanted someone to take responsibility
if a mistake was truly made.
They wanted to hear “it’s our fault and we will take care of it.”

•They wanted some sympathy.
Buying something that does not meet expectations
and having to go back and deal with uncaring storeowners
or salespeople is not a whole lot of fun.

That’s why a lot of customers don’t come back and complain.
They just don’t come back
and they tell their friends not to visit you either.

•If it is a problem with your store or showroom,
and they had a right to complain, they want a sincere apology.
“Sorry about that” doesn’t make it here.
It has to be sincere and come from the heart.
Put yourself in their shoes. What would you want to hear?

Customers who complain want any one or any number of the above.
None of these wishes are unreasonable.Wouldn’t it be great if you
could make an unhappy customer happy again by treating them
civilly and handling their complaint?
Even if they were wrong, at least they would tell other people
you tried to help them and went out of your way to provide
good customer service.

Handling complaints is not an exact science. Each customer is different.
Some want to blow off steam, and want someone to listen.
Others just want an easy fix or settlement.
Ignoring these customers or mistreating them,
even if they’re wrong, is not the answer.
Just giving them their money back doesn’t always work either.
Here’s where the “Do unto others” rule should actually be
“Do unto others as they want to be done unto.”
It’s simple and it’s common sense.
And you could gain a lot of repeat business along the way.