Tips for Handling Customer Complaints

Route drivers as well as owners and operators usually have to deal with customer complaints. You have to handle these complaints strategically. At the time of the complaint, you have the opportunity to turn an unhappy customer into a patron for life.

Remaining calm is essential

Angry customers are very hard to deal with, but the key is not to get upset. It helps to remember that the customer is frustrated with something that has happened.

Apologize for something

There are ways to do this even if you did nothing wrong. You can apologize for the convenience caused to the Antares customer. If the problem is still unclear, try to ask for more details. This will assist in assessing the severity of the grievance and of course, help you find the best solution.

The Call Back option

There are different types of complaints which you as an Antares operator or a route driver can handle, and then there are some that you will be unable to handle. In that case you can ask for the contacts of the customer, so that the person that can address the complaint can give a call back.

Consider the long term consequences

Antares vending operators as well as route drivers can always refund money incase of a machine malfunction, or maybe offer the product to the customer for free. There is no advantage to upsetting him or her and perhaps cause that person to stop patronizing the vending machine, especially when they are regular customers.

Thanking affirms the customer

End the conversation by expressing appreciation for the feedback. Remember, the complaining customer is giving the Antares vending operator an opportunity to make things right instead of simply changing the service. To maintain the provider-customer relationship, it is important that you follow up on the complaints.

Ineffective handling

Some of the ineffective ways to deal with complaints are s simple apology with no follow up action, or a rejection of the complaint by a simple denial or shifting of the blame. Remember that rudeness never works.

Keep in mind that complaints in your Antares vending business will not mean the end of a business relationship; it will be a chance to renew it. The way you will handle any complaints in your Antares vending business, should convey that you care.