How to Deal with Your Franchise Customer Complaints

At some point in your franchise business, you will have to deal with customer complaints. Here are some ways of dealing with them.

Tip 1 : Apologize for the Inconvenience

It is important to sincerely apologize to your customers for the disappointment or inconvenience caused. A genuine ‘I’m Sorry’ will go a long way with most of your customers.

Remember, you are only apologizing for the inconvenience, unless the customer issue was indeed caused by your Franchise.

Tip 2 : Thank Your Customers

Thanking your customers genuinely for sharing their issues with you makes them feel important, and helps you too. Receiving complaints directly is far better than having disgruntled customers post bad reviews online.

Show empathy and try to understand their concerns better.

Tip 3 : Stay Calm & Listen First

When you receive customer complaints, it is important to put aside your emotions. Stay calm and listen.

Understand the issue before responding.

Tip 4 : Don’t React

It is quite possible that the issue may be with your customer and not with the franchise. However, don’t give in to the urge to talk back. That will only aggravate the situation and push your customers to take a tough stand.

Accept their concern calmly and then describe the situation to them in a non-judgmental way.

Tip 5 : Acknowledge Concerns

Acknowledging their concerns is one of the important steps when dealing with your franchise customer complaints.

Just listening to your customers is insufficient, make sure to let them know that you have heard and understood their concerns.

Tip 6 : Take Appropriate Action

Once both the customer and you are in agreement, corrective action needs to be initiated expeditiously. It can be replacing a product, supporting the customer with a better option, etc.

Even if customer expectations are beyond your powers, try to go the extra mile. This will build brand loyalty and positive conversations about your business, which eventually will help you.

Tip 7 : Make Sure Your Customers Get It

Whatever help or suggestion you have provided, ensure that your customers have understood it. Let them know your intent and the willingness to address their concerns and complaints.

For more insights into how to manage customer complaints, Contact Us.