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Handling Complaint

Every complaint is an opportunity and a challenge. It is a real victory for a salesman to change an “i”** rate customer into a satisfied one. The easiest way to handle an “i”** rate customer is as follows:

Friendly greeting

Regardless of how disturbed or upset the customer may appear, give a truly friendly greeting in a sincere manner. Then let the customer talk.

Listen carefully

Be sympathetic, thorough and sincere. Let the customer feel that you are truly interested in the problem.

Win confidence

The problem may be tyre related or vehicle related or both. Be sure of your answer or analysis of the problem. Don’t guess.

Explain

Use simple non-technical terms to explain the cause of the problem. Don’t argue and be defensive. Treat the customer like you want to be treated.

Immediate answer

Take time to check the vehicle completely. Then settle complaints immediately if possible. Adjust a customer fairly, willingly and courteously and you will create customer loyalty.

** “i” irritated customer

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CHOOSING THE RIGHT TYRES