Handling Customer Complaints: Closing the Conversation Effectively

In the business world, the term “closing” generally means closing, or finalizing a sale. Yet when dealing with matters related to the customer experience, it can potentially take on a whole new meaning. In this context, it means how you finish up handling a customer’s issue, or in a sense, how you close the “conversation.”

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Business experts believe closing is one of the most essential parts of any customer conversation, and few pay it the attention it deserves. It involves addressing every single issue the customer has brought to your attention before you let them go. To underscore it’s importance, put yourself in the customer’s shoes for a minute and think how you would feel if your issue was not handled in an effective manner. Would you still frequent the business? Would you recommend them to friends? The answer is: probably not. These two questions also highlight another reason to handle complaints effectively: it translates to repeat business and recommendations.

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Effectively closing a complaint or issue shows you’re willing to do whatever it takes to make them happy, and they will greatly appreciate it.

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