Question: How Do You Handle Unhappy Customers And Refunds?

How do you handle a customer requesting a refund?

Step 1: Handle the Matter Quickly.

Step 2: Investigate the Facts Thoroughly.

Step 3: Consult Your Refund Policy.

Step 4: Look for a Non-Refund Remedy.

Step 5: Make a Reasonable Decision.

Step 6: Follow Up With Your Decision and Clear Steps.

Step 7: Ask for Some Feedback.

Step 8: Review Your Refund Policy..

How do you respond to an unhappy customer?

Follow these 10 tips for answering email from angry customers and you’ll solve the customers’ problems and soothe their anger.Restate the problem. … Ask for clarification. … Personalize your response. … Say how you will respond to the problem. … Put good news first. … Use a polite, positive tone. … Avoid scolding the customer.More items…•

How do you deal with an unhappy customer interview question?

Reiterate the customer’s primary points and concerns back to them and make sure you apologize for the issue. Not only will the breather allow the customer to calm down, but they will also feel both heard and understood. Moreover, repeating it back will ensure your accurate understanding of the complaint.

Can a customer demand a refund?

But sometimes, customers make requests that go against company policy. They may demand a refund on an item without proof of purchase, or ask to get their money back on a pair of shoes that have already been worn for 3 months.

When have you dealt with a difficult customer?

When your interviewer says- “Clients can be difficult. Describe a situation when you had to handle someone like this-” start your answer by describing the Situation or Task. Be specific about this; you don’t want to give a general answer. Provide enough details to let the interviewer really visualize what was going on.

How do you tell a customer they Cannot have a refund?

Start by acknowledging the refund request and your steps in determining if it was valid. Then explain your decision to deny the refund. Use active language like, “I looked into your situation and our refund policy does not allow one in this case.”

How do I ask for a refund?

Refund Request Letter—Why Is It Important?Ask for a refund in a polite and formal language.Include details about the product—what was purchased, when, and what the price was.Explain why you want to return the item.Mention relevant aspects of the transaction such as dates and place of delivery.

How do you handle challenging customers?

10 strategies for dealing with difficult customersFirst and foremost, listen. … Build rapport through empathy. … Lower your voice. … Respond as if all your customers are watching. … Know when to give in. … Stay calm. … Don’t take it personally. … Remember that you’re interacting with a human.More items…•

How do you handle an angry customer face to face?

How to Deal with Angry CustomersRemain calm.Practice active listening.Repeat back what your customers say.Thank them for bringing the issue to your attention.Explain the steps you’ll take to solve the problem.Set a time to follow-up with them, if needed.Be sincere.Highlight the case’s priority.

How do you acknowledge a customer complaint?

Resolving Customer ComplaintsRemember that it’s not personal. … Listen to what the customer says. … Acknowledge what the customer says and feels. … Understand what the customer wants. … Offer a solution. … Apologize to the customer. … Send a follow-up letter.

What is a good refund policy?

The best Policy you can have is the simplest one. If you are not 100% satisfied with your purchase, you can return the product and get a full refund or exchange the product for another one, be it similar or not. … Any product you return must be in the same condition you received it and in the original packaging.

How do you say no to a customer asking for compensation?

Here are 8 tips to begin with.Say “No” without actually saying “No” … Clarify things before you say “No” … Begin with empathy. … Explain things carefully. … Offer alternatives. … Listen to your customers. … Do your best to solve the issue. … Follow up.More items…•

What is your biggest weakness?

Example: “My greatest weakness is that I sometimes have a hard time letting go of a project. I’m the biggest critic of my own work. I can always find something that needs to be improved or changed. To help myself improve in this area, I give myself deadlines for revisions.