{"id":25609,"date":"2022-12-14T08:32:27","date_gmt":"2022-12-14T07:32:27","guid":{"rendered":"https:\/\/saf-instant.com\/?p=25609"},"modified":"2023-03-25T09:23:25","modified_gmt":"2023-03-25T08:23:25","slug":"what-should-you-say-to-a-customer-who-complains-about-the-quality-of-a-product","status":"publish","type":"post","link":"https:\/\/saf-instant.com\/en\/craft-baking\/business-tips\/business\/what-should-you-say-to-a-customer-who-complains-about-the-quality-of-a-product\/","title":{"rendered":"What should you say to a customer who complains about the quality of a product?"},"content":{"rendered":"\t\t
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Home<\/a><\/span><\/span><\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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What should you say to a customer who complains about the quality of a product?<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\tDid you know that a satisfied customer says good things about you to 3 people, while a dissatisfied customer shares their experience with 9 people? \n \nThe prospect is enough to compel any retailer to make handling customer complaints a priority, especially if they concern quality or if a product has been found to be unfit for consumption. Here are some valuable tips on how to best manage these tricky situations and even how to capitalise on them for your bakery. \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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Tip 1: Really listen to your customer!<\/span><\/h2>

The customer feeling like you’re not listening to them is the worst thing that can happen! Let the customer express their feelings and don\u2019t be impatient. Don\u2019t interrupt them and don\u2019t respond straight away.<\/p>

When the customer has said what they have to say, restate the main points of their dissatisfaction to show that they had your full attention.<\/p>

Tip 2: Stay calm even when faced with an angry customer<\/span><\/h2>

If your customer is angry or upset, try to isolate or talk to them as far away from your other customers as possible. Do not react to provocations or threats.<\/p>

Keep smiling, don\u2019t contradict them and show respect for what they have to say to you!<\/p>

Tip 3: Turn your discussion into a positive conversation<\/span><\/h2>

Don\u2019t hesitate to thank your customer for taking the time to explain their problem to you. Think of all the unhappy customers who did not come to complain and whom you will never see again. A customer who makes a complaint gives you the opportunity to identify a problem you may not have noticed and thus improve your service.<\/p>

A complaint allows you to remain vigilant and to improve your production or storage processes.<\/p>

Tip 4: Analyse the complaint objectively<\/span><\/h2>

There are two types of complaint: objective and subjective. Try to explore the deeper reasons behind it by asking questions calmly and without bias.<\/p>

Ask specific questions: why is the product considered to be poor or why did it not meet expectations? Did it make anyone ill? In particular, this may enable you to identify the offending ingredients. When faced with a subjective complaint, start by saying: \u201cI understand that you…\u201d, thus showing the customer that they are right without acknowledging a mistake on your part.<\/p>

Tip 5: Find a solution and offer compensation <\/span><\/h2>

In case of a subjective complaint which is a matter of taste, always try to find a solution that will guide the customer in their next purchases.<\/p>

Introduce them to a product that will better suit them and let them taste it. In the event of a more serious problem, de-dramatize the situation and immediately offer compensation with another product or a refund for the offending product.<\/p>

If the customer comes back to the shop, pay them special attention so that they feel the positive effect of their complaint. They will feel respected and may even become an ambassador for your bakery.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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Share this article:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Did you know that a satisfied customer says good things about you to 3 people, while a dissatisfied customer shares their experience with 9 people? <\/p>\n

The prospect is enough to compel any retailer to make handling customer complaints a priority, especially if they concern quality or if a product has been found to be unfit for consumption. Here are some valuable tips on how to best manage these tricky situations and even how to capitalise on them for your bakery. <\/p>\n","protected":false},"author":3,"featured_media":25610,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[567],"tags":[],"class_list":["post-25609","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business"],"acf":[],"yoast_head":"\nWhat should you say to a customer who complains about the quality of a product? • Saf-instant\u00ae<\/title>\n<meta name=\"description\" content=\"Did you know that a satisfied customer says good things about you to 3 people, while a dissatisfied customer shares their experience with 9 people?\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/saf-instant.com\/en\/craft-baking\/business-tips\/business\/what-should-you-say-to-a-customer-who-complains-about-the-quality-of-a-product\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What should you say to a customer who complains about the quality of a product?\" \/>\n<meta property=\"og:description\" content=\"Did you know that a satisfied customer says good things about you to 3 people, while a dissatisfied customer shares their experience with 9 people?\" \/>\n<meta property=\"og:url\" content=\"https:\/\/saf-instant.com\/en\/craft-baking\/business-tips\/business\/what-should-you-say-to-a-customer-who-complains-about-the-quality-of-a-product\/\" \/>\n<meta property=\"og:site_name\" content=\"Saf-instant\u00ae\" \/>\n<meta property=\"article:published_time\" content=\"2022-12-14T07:32:27+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-03-25T08:23:25+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/saf-instant.com\/wp-content\/uploads\/2022\/12\/reclamation-clients.png\" \/>\n\t<meta property=\"og:image:width\" content=\"740\" \/>\n\t<meta property=\"og:image:height\" content=\"463\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Olivier VAN MEYEL\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/saf-instant.com\\\/en\\\/craft-baking\\\/business-tips\\\/business\\\/what-should-you-say-to-a-customer-who-complains-about-the-quality-of-a-product\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/saf-instant.com\\\/en\\\/craft-baking\\\/business-tips\\\/business\\\/what-should-you-say-to-a-customer-who-complains-about-the-quality-of-a-product\\\/\"},\"author\":{\"name\":\"Olivier VAN MEYEL\",\"@id\":\"https:\\\/\\\/saf-instant.com\\\/es\\\/#\\\/schema\\\/person\\\/845588d2ce4316e87a3a30ad79dd116a\"},\"headline\":\"What should you say to a customer who complains about the quality of a product?\",\"datePublished\":\"2022-12-14T07:32:27+00:00\",\"dateModified\":\"2023-03-25T08:23:25+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/saf-instant.com\\\/en\\\/craft-baking\\\/business-tips\\\/business\\\/what-should-you-say-to-a-customer-who-complains-about-the-quality-of-a-product\\\/\"},\"wordCount\":431,\"publisher\":{\"@id\":\"https:\\\/\\\/saf-instant.com\\\/es\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/saf-instant.com\\\/en\\\/craft-baking\\\/business-tips\\\/business\\\/what-should-you-say-to-a-customer-who-complains-about-the-quality-of-a-product\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/saf-instant.com\\\/wp-content\\\/uploads\\\/2022\\\/12\\\/reclamation-clients.png\",\"articleSection\":[\"Business\"],\"inLanguage\":\"en-GB\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/saf-instant.com\\\/en\\\/craft-baking\\\/business-tips\\\/business\\\/what-should-you-say-to-a-customer-who-complains-about-the-quality-of-a-product\\\/\",\"url\":\"https:\\\/\\\/saf-instant.com\\\/en\\\/craft-baking\\\/business-tips\\\/business\\\/what-should-you-say-to-a-customer-who-complains-about-the-quality-of-a-product\\\/\",\"name\":\"What should you say to a customer who complains about the quality of a product? 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