How to Handle Complaint Tactfully - Complaints, like appreciation, are undeniable case in business. Sometime buyers find fault with the goods as an excuse to escape from their contracts, either because you no longer want the goods or because you have found that you can get goods cheaper elsewhere.
When you have a genuine complaint you may feel angry, but when you'll write complaint in formal statement, you must not show this, if only because the supplier may not be to blame. In order to build up a good relationship both buyers and suppliers should be tactful and restraint in dealing with it.
Complaints are usually cause by the wrong goods may have been sent by suppliers, or the quality of goods may not be satisfactory. Besides that, complaint emerged the goods may have been delivered damaged, later and also the prices charge may be excessive too as much as agreed.
Making Complaint
When you are making a complaint, express it with regret statement to show the need to complaint. Complete your complaint by mentioning the date of the order, the date of delivery and the goods complained about. Give your reason for being dissatisfied and for an explanation. Tell your business partner that caused inconvenience and suggest how the matter should be put right or ask him how he will handle it.
As rules that are followed, when you have problem with your business counterpart, make a compliant at once. Don't delay it, because it will weaken your conditions that make your business partner more difficult to make solution. Think tactfully that he will put the problem right and give him passion to do it with win-win solution. When your complaint related with packaging, don't assume too fast that he is to blame. Sometime the goods damaged or late may not cause by him, but the delivery company. So as he may have a perfectly good defense.
Even this dissatisfied business may you feel angry, confine your complaint to a statement of the facts and a polite enquiry as to what your business counterpart propose to do about it. You may or may not decide to suggest how the matter should be put right. Don't suggest how the mistake may have occurred. The most important you should do is avoiding rudeness, because it ay cause ill-feeling and tend your business partner to be unwilling to be helpful.
Dealing with a Complaint
When you at position as person who caused complaint from buyer, please restraint tactfully and be glad to hear complaint for customer who are dissatisfied. There are 3 (three) reasons why you should be glad to hear complaint from your customer.
First, customer who is dissatisfied naturally wants to know why his goods are damaged or late. Listen his compliant rather than abandon him. The customer's compliant indicates that he trust your company or services.
Second, give customer an opportunity to explain, to put things right and to preserve customer god will, and third, through hearing your customer's complaint, it may suggest your experience to handle your business better in which you're the product or service could be improved.
These three reasons above followed the rule that it is often said that the customer is always right. It is certainly sound practice to assume that customer may be right. If you cannot deal with a complaint promptly, acknowledge it at once. Give explanation that you are looking into it and that you will send a full reply later. If you suggest the complaint is unreasonable, point this out politely and in an agreeable manner.
Otherwise, if you are to blame, admit it readily; express your regret and promise to put matters right. Don't try to excuse yourself by blaming and of your staff; you are, after all, responsible for what they do. Whether you allow the complaint or not, thanks the customer for telling you about it.
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