Firms should not hinder customer grievances or criticisms

In a world where customer satisfaction is paramount, Klaus Steinseifer, a craftsman consultant based in Hemmingen near Ludwigsburg, underscores the importance of handling customer complaints effectively for customer retention. His insights are featured in an article published by Staatsanzeiger, requiring a subscription to access and save articles.

The article, written by Holger Schindler, begins with a real-life scenario: a customer in Hemmingen, near Ludwigsburg, expresses dissatisfaction with the window planning of their new building. The living room, they find, is much darker than expected and agreed upon.

Steinseifer emphasizes the significance of listening to the customer, allowing them to vent their anger and feel their concerns are taken seriously. He advises against immediate reactions like "That can't be right!" or "It's not my fault!", as they can escalate conflicts. Instead, he recommends not interrupting the customer, allowing their anger to cool down faster.

Winning a customer can take years, while losing a customer only takes a few seconds, Steinseifer points out. Therefore, a complaint should be handled as quickly as possible and with goodwill. Apologizing for any mistakes, even if the question of guilt is still unclear, is important.

If the error is with the customer, offering support is advised, but didactic formulations should be avoided. Ideally, a solution or alternatives should be offered to the customer. Written complaints should be answered within five days at the latest.

Markus Junger from Tübingen recommends not reacting too quickly and thoughtlessly to a complaint. He suggests the company or person who wrote a book on handling criticism, but the search results do not contain explicit information identifying that specific company or individual.

Steinseifer also highlights the role of excellent handling of a complaint in customer retention. If managed well, it can lead to increased customer loyalty and positive word-of-mouth advertising.

The article is shareable via email, WhatsApp, Facebook, Twitter, Xing, and LinkedIn. It serves as a valuable resource for businesses and individuals seeking to improve their complaint management strategies and foster long-lasting customer relationships.