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The approach of asking, then listening to a customer’s complaint can help you resolve it quicker.
By: Muller, Muller, Richmond, & Harms, P.C.
BIRMINGHAM, Mich. – Nov. 1, 2022 – Senmer — Do you have difficult customers who complain often?
How can you resolve such disputes quickly?
When a customer has a complaint, sometimes the best way to get the information you need is to ask a simple question: “What seems to be the problem?” You then must listen carefully and analytically to your customer’s response.
If the customer’s answer is too vague or general to deal with effectively, ask follow-up questions that require specifics. Consider the following examples of common customer objections and ways to respond to them:
The customer says: “The salesperson messed up the order.”
You need to inquire:
- Which salesperson?
Ask for the salesperson’s name and other pertinent information, such as what office the person works in, so you can track them down for comment. - What does “messed up” mean, exactly? Get specifics of the conversations or representations, so you can figure out how to respond to and overcome the objections.
- What invoices are in question and what specific issues are being raised in relation to each of those invoices?
The customer says: “I didn’t get what I ordered.”
You need to inquire:
- Get details about what the customer ordered and what they received.
- Do you have a copy of your purchase order?
- What exactly was received? Were items missing, or were incorrect items substituted?
Your goal is to get specifics, because the details you get from your customer help you resolve the dispute more quickly. Continue to listen to the customer’s answers and make notes as you listen. Those notes will prove invaluable as the dispute resolution process evolves.
Is your customer refusing to pay even after multiple requests?
You may need collection services in Michigan (https://www.mullerfirm.com/
Contact Muller, Muller, Richmond, & Harms, P.C. today!
About Muller Firm: Located in Birmingham, Michigan, Muller Firm P.C. is a family practice handling debt collection in Michigan for in-state, out of state, and international judgments against debtors. Their debt collection experts fight for creditor’s rights no matter how big or small the amount of debt. Call today for help with your collections!
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Source: Muller Law Firm Helps Business Resolve Customer Disputes — Muller, Muller, Richmond, & Harms, P.C.