How To Avoid Complaints
In this lesson David shares some great tips on how to prevent complaints from ever happening. A big part of this is managing your customers expectations and not putting yourself in a position where you are unable fulfil your promises. Another huge thing is having the right systems in place to minimise the risk of complaints in the first place. This means having procedures for things such as product quality control, clear terms and conditions, planning deliveries etc. In the next lesson we´re going to deal with those complaints that couldn´t be prevented.
How To Deal With Complaints
It’s a tremendously proud moment when we see our creativity appreciated. Unfortunately this can’t always be the case and you will have occasions where you are having to deal unhappy customers. As difficult as it may be the key is not to take it personally and be as empathetic as possible. Put yourselves in your customers shoes and within reason do everything you possibly can to turn it around into a positive result. Working on your listening skills is key and David share some fantastic tips on how to deal with angry customers as well as how to turn them into loyal customers. Remember that your customers are the ones who are funding your dream job and so deserve the very best.
In this pro tutorial David Brice (Director and co-founder of PBSS) takes us through simple and effective steps we can implement to help avoid complaints and how to effectively deal with those that come through. During his time running cake shops he´s managed the production of over 36,000 Novelty cakes and 6,500 Wedding cakes, which inevitably throw up some interesting complaints. Of course, we can't please of all the people all of the time and David doesn't shy away from the topic. In these lessons he covers:
- How to avoid complaints
- Getting the right systems in place
- Key terms and conditions
- How to listen effectively
- Helpful tips on dealing with the complaint
- Finding a fair solution
- Dump the emotion and move on
Customer service is constantly evolving as is the expectations of our customers and so we can never know enough. Approach this topic with excitement not dread as it is an opportunity to improve your business and strengthening your relationship with you customers. Let's support each other and if you ever find yourself in an awkward position and don't know what to do, simply come and speak with the PBSS community where you will find a sympathetic ear and a chance to share and learn off one another. Complaints can put you in a lonely place, but to share with other like minded people can feel like a whole weights been lifted!