In Jewelry Business How to Approach Customer Complaints with Problem Solver Mentality

Unfortunately, customer complaints are natural side effect in a business, which every sector has to handle. It is the knowledge of how to handle complaints matters. Customers hardly appreciate businesses that don’t take complaints seriously or ignore it without listening.

Handmade pearl necklace urban design involves plenty of hard work and creativity from the designer but still they avoid taking customers complaints as personal attacks but view it as a problem solver. As a jewelry business owner approach can give more calmness.

• Listen – Allow them to vent their grievance. If complaint is online move to email or phone, as this moving of communication to and from can be time consuming. If possible, phone is best because you get to read the consumer and decide if they are really satisfied with your answer.

• Ask clarifying questions – If the consumers complaint makes you feel hurt then take a break. It is not a time to get defensive or argue but move towards a productive conversation, soon. Delays can increase the customer’s anger, so get into a problem solver mentality.

• Find a solution – It is a tricky step as you will at times need to change your policies but you wants a solution. An angry customer may be costly than offering to do changes or repairs for free. Alternatively, a happy customer will return back to shop from you. Take extra step to add free shipping or small gift.

• Double check to find everything is understood – Follow with an email communication that everything discussed on phone is understood correctly or not.

• Thank them for their feedback – Customers are drawing your attention towards potentially problematic issue. Therefore, express gratitude even to the negative aspects or you can term this as ‘Constructive’ feedback. It will help to put a frustrating customer in better mood very soon.

• Learn from experience – Now the problem is solved, it is essential to fortify that weak spot the customer revealed. A small negative complaint laid a foundation for making positive changes in your business.

• Never take it personally – Complaints need quick and efficient handling but can be hard if you take it personally. View this complaint objectively and not subjectively. Find out if the necklace design needs changes and if you get similar complaints from several customers it definitely indicates that you need to modify.