Every business will at some point have customer complaints. So why do customers complain in the first place? There are many reasons. Sometimes customers do not believe that they are getting what they are paying for, or they may just be a complainer who wants to pay less and thinks that by complaining, they will be able to. Other times, it may be a simple case of buyers remorse. Maybe they cant justify their purchase and so are complaining about it in an attempt to get a refund.

When customers complain to you, make sure to take notes. Ask them to repeat their story a few times and try to ascertain what the real problem might be. This will also highlight inconsistencies in their story. This is for your own learning benefit in the future. Train your sales staff to treat all customers respectfully, no matter what and to send any especially difficult customers to either you or to your supervisor.

What you offer the customer should be offered to them in the most positive and best possible manner. They are unhappy, after all, and even if you can’t offer them what they are probably secretly hoping for (two months of free service, for example) you can still try to put an optimistic spin on what you can provide for them. Bottom line: you want to avoid not only having to refund their money, but also the possibility of permanently losing them as a client. Customers should never feel as though they are being given the option of accepting something that they feel is inferior or inadequate.

So what are the obligations of the customer? They are obligated to pay for the service that they receive, provided that they receive it in the time frame and at the price agreed upon. They are obligated to expect that they receive their product or service in the condition or at the quality that was agreed upon at the time of purchase, and they are, believe it or not, obligated to complain if these two conditions aren’t met.

When customers complain to you, make sure to take notes. Ask them to repeat their story a few times and try to ascertain what the real problem might be. This will also highlight inconsistencies in their story. This is for your own learning benefit in the future. Train your sales staff to treat all customers respectfully, no matter what and to send any especially difficult customers to either you or to your supervisor.

Every business will at some point have customer complaints. So why do customers complain in the first place? There are many reasons. Sometimes customers do not believe that they are getting what they are paying for, or they may just be a complainer who wants to pay less and thinks that by complaining, they will be able to. Other times, it may be a simple case of buyers remorse. Maybe they cant justify their purchase and so are complaining about it in an attempt to get a refund.

It is a good idea to make sure that you give the customer several choices or options when it comes to resolving a problem. If someone feels as if they are being forced to agree to something and there are no other options, they will instinctively become resistant to whatever you are suggesting. It is always a good idea to offer several options. This is known as giving a customer a marketplace because they can see what their options are and decide from there. There will always be that one customer who does not to accept any of the options that you offer them, and this is their choice, but you owe it to them to provide options regardless of their decision.

Make sure that you give the customer several choices or options when it comes to resolving a problem. If someone feels as if they are being forced to agree to something and there are no other options, they will instinctively become resistant to whatever you are suggesting. This is known as giving a customer a marketplace because they can see what their options are and decide from there. Of course, some customers may decide not to accept any of the options that you offer them, and this is their choice, but you owe to them to provide them with options regardless of their decision.

So what are the obligations of the customer? They are obligated to pay for the service that they receive, provided that they receive it in the time frame and at the price agreed upon. They are obligated to expect that they receive their product or service in the condition or at the quality that was agreed upon at the time of purchase, and they are, believe it or not, obligated to complain if these two conditions aren’t met.

This does not mean that they have the right to turn into serial complainers, however, but there is a fine line between good customer service and good business practices, and the top professionals have learned how to walk it from experience.