Customer complaints are unavoidable in business. At some point in time, a business establishment will have to face an unsatisfied customer, and the truth is, no matter how bad a complaint may sound, the important thing is how the staff deal with the complaint and turn it around into something that satisfies both the customer’s and the business’s needs.
Unfortunately, not all staff are able to handle complaints well. Some may not show the right attitude toward the customers. Instead of understanding what the customer is trying to express, some employees may get angry, argue with the customer, or ignore their concerns altogether. In turn, the customer will feel neglected and will eventually stop wasting their time visiting the establishment.
A worst scenario is when a customer will try to fight for their right to get what they want in a loud and public way that creates chaos inside the establishment. This attracts additional attention to the problem, leaves other customers neglected, and may create a negative image for the business.
There is no reason for any business to have their name damaged due to a single customer complaint. What a company needs to do is to create a procedure on how to deal with customer complaints and make sure that all employees are trained to allow their customer to express themselves, sympathize with their concerns, and provide a win-win solution for both the customer and the business.
Unfortunately, however, not all business establishments implement such practices when it comes to dealing with customers. Top management may be following the right procedure, but employees further down the line may not be doing the same.
How can businesses know if their employees demonstrate the right kind of attitude toward their customers?
One way is through mystery shoppers. Mystery shopping is an effective way of discovering the reality of what is going on inside an establishment. Secret shoppers act as regular customers and discreetly observe how the staff act inside the establishment and how they deal with the customers. Shoppers then create a report about their visit and submit it to the hiring company for evaluation.
This role of mystery shopper helps a business become aware of how their staff work, which gives them insight into how to improve things. Because it is important for a business to get a comprehensive report of how their employees work, it is crucial for secret shoppers to prepare themselves with the right tools and the right strategy for how they will obtain the information they need. They can create smart ways to file a complaint, so they can truly determine how employees deal with customer complaints.
Proper preparation is vital for secret shoppers. If mystery shoppers prepare themselves beforehand, they will be able to successfully visit an establishment, create a professional and detailed report, and help companies become more customer-oriented.