Cara Tepat Untuk Menangani Komplain Pelanggan

Info Mesin Cetak – Sekarang konsumen dapat dengan bebas memberikan komentarnya terhadap apapun produk yang mereka lihat. Melalui sosial media atau dari mulut ke mulut konsumen akan memberikan pendapanya terhadap produk tertentu baik dalam segi positif atupun segi negatifnya.

Oleh sebab itu suatu perusahaan hendaknya memperhatikan komplain yang pelanggan berikan, apa lagi jika itu adalah sebuah komplain yang tidak bagus. Perusahaan harus bisa megkontrol komplain dari kostumer jangan sampai hal tersebut dapat mempengngaruhi kostumer dan produk yang perusahaan miliki. Brikut ini beberapa strategi yang dapat kita gunakan untuk menaggapi komplain dari pelanggan, Tujuan dari strategi ini adalah untuk menangani keluhan dengan secepat mungkin serta dengan cara yang efektif sehingga bisa langsung di benahi, Baca juga artikel dari Tanda Kesalahan Dalam Social Media Untuk Bisnis untuk mengetahui cara kita berpromosi yang baik melalui media sosial.

 

1. Memahami apa yang di inginkan dari pelanggan

Tanyakan apa yang mereka inginkan, apakah ganti rugi, menggembalikan uang atau hanya sekedar teguran yang di berikan, dengan begitu komplain yang mereka berikan akan terselsaikan dengan memahami keinginan dari pelanggan.

2. Memahami dampak dari komplain pelanggan.

Pahami terlebih dahulu akar dari masalah tersebut, jangan langsung memutuskan sepihak tanpa mengidentifikasi terlebih dahulu apa yang sebenarnya terjadi apa lagi masalah yang memiliki kemungkinan untuk menjadi jauh lebih besar.

3. Jangan terlalu lama merespon komplain

Merespon komplain pelanggan terlalu lama akan membuat kemarahan dan rasa tidak di perdulikan muncul dalah hati pelanggan. Kemarahan pelanggan bisa saja di ceritakan kepada orang banyak, mungkin bisa saja teman atau tetangga terdekat mereka yang lebih parah lagi jika mereka mempostingnya di media sosial mereka. Mungkin saja akan ada yang terpengaruh dengan apa yang pelanggan posting sehingga membuat citra produk jauh lebih jelek.

4. Mengambil langkah berani.

Komplain dari pelanggan yang sangat tidak puas, umumnya memiliki motif tersembunyi, bisa jadi mereka punya kepentingan khusus untuk menentang perusahaan dan produk Anda. Jika hal ini terjadi, jalan yang terbaik adalah jangan sampai terpancing emosi untuk balik menyerang, karena ini hanya akan semakin menambah masalah.

5. Meminta kerjasama.

Bila memungkinkan, bangun keterlibatan dengan pelanggan dan memberdayakan mereka untuk mengambil peran aktif. Mereka bisa diandalkan untuk menyelesaikan masalah dengan mempengaruhi orang lain, feedback dari customer bisa dimanfaatkan untuk mengembangkan bisnis.

6. Meminta testimoni positif.

Jika Anda telah memenuhi permintaan pelanggan, jangan takut untuk meminta mereka merevisi testimoni negatif dan menambahkan yang positif. Perlu diingat bahwa testimoni negatif bisa merusak reputasi bisnis, yang membuat Anda tidak bisa diterima lagi di masyarakat.

Komplain atau keluhan dari customer adalah hal yang biasa diterima dalam setiap bisnis, karena tidak semua orang punya selera yang sama. Bahkan, tidak semua produk itu bisa dibuat dengan sempurna, pasti akan ada cacat produk yang sayangnya sampai ke tangan pelanggan. Dengan strategi di atas, Anda akan lebih siap menerima berbagai komplain, dan siap memperbaiki diri. Baca juga artikel dari Beberapa Hal yang Dilakukan Pemimpin Hebat .

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