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How to Handle a Complaint Call or Form

Guest post by: Lonny Dunn

Article Overview: Turning Refunds or Complaints into Valuable Opportunities: Turn Problems into Profits

How to Handle a Complaint Call or Form

REFUND or COMPLAINT CALLS: Do you remember the proverbial commercial: "Never let them see you Sweat"? Refunds and Complaints should be handled with grace, patience and self restraint. Some Quick Tips: Process All Refunds today. Send them a Free Gift, or White Paper, and Coupon to do business with you for $50. Go Bing or Text Tagged Article', 'Click', 'Google']);"> Google a coupon off the net, or a Word Template, or even your local printer- and get a mailing address from the client; then mail them a coupon with a personal handwritten letter from you.

Refunds are great opportunities to get an actual physical mailing address, phone number, shoe size. It's amazing how much information the End User will give in order to get his/her money back. What an opportunity to develop a return customer. Change your focus, turn Problems into Profits, look through a new pair of glasses. Turn Complaints into a positive experience for the Client/Consumer by turning it into a positive one yourself, and your employees. Make the refund process so pleasant and rewarding, that they tell all their friends that they've never seen anything like it in their lives! Do Not Have Your Refunds Handled By A Hothead. Patience can be taught, and should be expected in this department.

If you are just processing your refunds anonymously, or sheepishly like you are doing it just for compliance reasons, or you make the process a bad experience, it's your own fault. If every refund causes resentment and pain, maybe your 9 to 5 day job is better suited to you.

I know businessmen that make everything a problem. Even buying from them, they seem to expect something. Like I owe them my business. My purchase IS their complaint. I no longer do business with them. I know other business owners who gladly give me my money back, and on top of that a coupon for additional, future purchases. I go back, spend more than I did the first time! Life is simple if we make it simple. Refunds and complaints are an opportunity to develop a return customer. Change your focus, turn Problems into Profits, look through a new pair of glasses. Make the refund process so pleasant and rewarding, that they tell all their friends that they've never seen anything like it in their lives!

Do Not Have Your Refunds Handled By A Hothead. Patience can be taught, and expected in this department. If you are just processing your refunds anonymously, or sheepishly like you are doing it just for compliance reasons, or you make the process a bad experience, it's your own fault. If every refund causes resentment and pain, maybe your 9 to 5 day job is better suited to you. I know businessmen that make everything a problem. Even buying from them, they seem to expect something. Like I owe them my business. My purchase IS their complaint. I no longer do business with them. I know other business owners who gladly give me my money back, and on top of that a coupon for additional, future purchases. I go back, spend more than I did the first time! Life is simple if we make it simple.

Great Selling!

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The Series is Located here on Evan Carmichael by Lonny Dunn

1. Affiliate Management: The Approval Call 2. Prospecting Call

3. Sales Call

4. Post Sale Follow Up, Upselling, and "One More Item" or "Last Minute Shopping" Technique

5. Customer Service

6. Refund or Complaint

7. Compliance, The Byzantine World of SSL, and Merchant Accounts

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Article Tags: Complaints, Efficiency, Forms, Small Business, Telephone



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