How to Treat Customers to Keep Them Coming Back

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How to Treat Customers to Keep Them Coming Back

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How to treat customers is a difficult challenge because every person has their own unique needs and wants, but these general guidelines can help you avoid committing any major errors. By following these simple tips, you’ll be able to create a better customer service experience that will increase both customer satisfaction and loyalty.


15 Tips for Dealing with Customers

1. Treat customers with respect.

One of the most important things you can do when interacting with customers is to show them respect. This means treating them in a way that shows that you value their time and their business. Be polite and courteous, and always be willing to listen to what they have to say.

2. Treat customers professionally.

When it comes to treating customers professionally, there are a few things you can do to make sure you’re putting your best foot forward. Act politely and confidently. Be aware of your body language and make sure you’re not crossing your arms or slouching. Be sure to smile and maintain eye contact. Make sure you’ve dressed appropriately if it is a video or in-person interaction. 

3. Treat customers as individuals.

Customers want personalized service. When you’re interacting with them, take the time to learn their names and use them in your conversations. Ask questions about what they do and what they’re interested in. Show genuine interest in who they are as a person, not just a customer.

4. Listen to what customers have to say.

One of the best ways to show customers that you care about their needs is to simply listen to them. Pay attention to what they’re saying, and ask follow-up questions if necessary. Use active listening techniques to show that you’re taking their concerns seriously, and take the time to address all of their issues.

5. Avoid making assumptions about what customers want or need.

Making assumptions about what a customer needs or wants can quickly turn a positive interaction into a negative one. Don’t try to guess what they’re looking for or what might be best for them – let them decide that for themselves. Instead, focus on providing information and letting them make their own decisions.

6. Treat customers fairly and equally.

When you treat customers equally and fairly, you can maintain a positive relationship with them even when you may not be telling them what they want to hear.  Having standard guidelines for customer interactions can help to ensure that everyone is being treated the same and that no one feels like they’re being given unfair treatment.

7. Be patient and understanding.

Customers often come to us when they’re struggling or having a difficult time. It’s important to be patient and understanding, taking the time to listen to what they have to say. Let them know that you’re there for them, and be willing to help out in whatever way you can when you see that they are struggling or having a difficult time.

8. Avoid being judgmental or dismissive.

Even if you may not agree with a customer’s complaint, it’s important to avoid being judgmental or dismissive. Instead, try to see their side of the issue and understand where they’re coming from. Show them that you’re willing to work with them to resolve the problem.

9. Address customer concerns promptly.

Customers want to know that their concerns are being heard and that they’re being taken seriously. Address their issues as soon as possible, and keep them updated on the status of any resolution. If there’s going to be a delay, explain why and let them know when they can expect a response.

10. Take the time to properly resolve customer issues.

When a customer has an issue, they want it to be resolved as quickly and efficiently as possible. But in some cases, rushing to a resolution can do more harm than good. If an issue is complex or requires more time to investigate, let the customer know that you’re working on it and provide regular updates.


11. Take responsibility for your mistakes. 

Customers will appreciate your honesty and integrity. When you make a mistake, take responsibility for it and own up to it. Apologize to the customer and explain what you’re doing to correct the situation. Show them that you’re taking their satisfaction seriously and that you value their business. Customers will appreciate your honesty and integrity.

12. Make sure customers feel appreciated and valued.

One of the best ways to show customers that you appreciate them is to let them know. Let them know how you will change things based on their experience or suggestions. You can also make them feel appreciated with simple discounts or a shout-out on social media.

13. Keep your promises to customers.

If you promise to do something, make sure you follow through with it. Failing to keep your promises will only frustrate and annoy customers, and it can damage the trust you’ve built up with them. Keep track of your commitments, and make sure you’re able to meet them in a timely manner.

14. Follow up with customers..

Sometimes all it takes is a quick follow-up after a transaction to make sure the customer is satisfied. A quick email or phone call can go a long way in ensuring that they had a positive experience and that they’ll be back in the future. This will help them not feel like just another number or that you were “just doing your job.”

15. Thank customers and provide incentives.

At the end of the interaction, it is essential to thank the customer for their business. This is a small gesture that can mean a lot. Show your appreciation by providing them with an incentive to come back in the future. This could be in the form of a discount, freebie, or even just some words of encouragement.

How to deal with customer complaints

No matter how well you treat them, customers still may not be satisfied. They may have external factors affecting the interaction or may have had a bad experience with this or similar companies in the past.

You cannot control every aspect, but learning how to deal with customer complaints can help you turn a negative interaction into a positive one.

When a customer lodges a complaint, it’s important to handle it with care. You want to resolve the issue as quickly and efficiently as possible, but you also need to make sure that the customer feels heard and valued. Here are some tips for how to deal with customer complaints:

1. Listen to the customer.

Too often, employees try to rush through complaints and simply dismiss them. Instead, take the time to listen to the customer and understand their complaint. This will show that you care about their experience and that you’re willing to take the time to address their concerns.

2. Don’t get defensive.

When a customer is angry, it can be easy to get defensive and start arguing with them. Instead, stay calm and try to see things from their perspective. It’s important to keep your cool and not take the complaint personally.

3. Acknowledge the customer’s feelings and frustrations.

Don’t try to brush off their feelings or pretend that you understand what they’re going through. Acknowledge the customer’s feelings and frustrations, and let them know that you’re doing everything you can to resolve the situation.

4. Take action to resolve the complaint ASAP.

Once you’ve heard and understood the complaint, take immediate action to resolve it. This means resolving the issue on your end and apologizing for any inconvenience caused. Do everything in your power to make things right for the customer.

5. Follow up with the customer.

After resolving the complaint, follow up with the customer to make sure they’re satisfied. Make sure they know that you value their business and that you’re sorry for the trouble they went through. Thank them for their patience and let them know that you hope they’ll continue to do business with you in the future.


Example of how to treat customers when dealing with customer complaints

“Customer complaint:  I would like a refund on [pruduct or service].

Employee response: Thank you for bringing this to our attention. I’m sorry that You had an issue with [product or service]. We’ll do everything we can to make it right.

First, let me apologize for the inconvenience. I know it can be frustrating to not get the [item or service] you wanted. We’ll do our best to [offer a solution].

Second, I want to assure you that we value your business and we’re sorry for the trouble you went through. We’ll do everything we can to make sure you’re satisfied with [your purchase or our service].

Lastly, thank you for your patience and understanding. We hope you’ll continue to work with us in the future.”

Complaints are a fact of life, but how you deal with them can make all the difference. By following these tips and examples, you’ll be able to handle customer complaints in a way that is respectful, effective, and satisfying for everyone involved.

Final thoughts

Knowing how to treat customers can be challenging. Each customer is unique. Fortunately, some general guidelines will help you avoid committing any major errors when dealing with customer complaints. By following these tips and examples, you’ll be able to handle customer complaints in a way that is respectful, effective, and satisfying for everyone involved.

Of course, many different customer situations can arise. If you would like more training, start with our Customer Service Certification Program to build your customer service skills.

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