Let’s be honest, nobody likes complaints. We hate it, in fact. When a customer complains, however, it is usually for a good reason or genuine concern. They might make a purchase that did not meet their expectation – product, service or and a combination of two.
Complaints may come from anyone and we cannot avoid them. We must take care of the customer by listening to the complaints, and resolving it, to ensure a happy customer.
Here are five strategies that will help you deal with a customer complaint in a smooth and professional manner:
1. Stay calm
Bear in mind: complaint is never personal. Customers want to be listened and understood so make sure you give them a certain amount of attention. “Winning” the confrontation accomplishes nothing. Try to stay professional and keep your cool.
2. Listen well
Let the customer’s anger steam off. Respond with phrases such as, “Hmm”, “I see”, and “Tell me more”. Do not interrupt. Customer needs to get into a calm frame of mind before he or she can hear your solution- or anything you say, for that matter.
3. Understand the problem
Let the customer know you acknowledge what he or she is saying. If you or your company made a mistake, admit it. If it is not, simply explain it to the customer. Then be quiet while waiting for their respond. Keep these processes going until you lower their defenses and win the right to be heard.
4. Get the facts
After listening, take the initiative in the conversation. Now that the customer has calmed down and feels you have heard his or her side, start asking questions. Try to kick off a genuine conversation, building a trusting relationship without sticking to any scripted outlines. To truly understand the situation, get as many details as possible.
5. Offer a solution
Only come to this step when you have sufficient details. Remember that: know what you can and cannot do within your company’s guidelines. Making a promise you cannot commit to will only set you back. Moreover, be courteous and respectful when offering a solution.
Of all the above, a quick follow-up phone call a few days later to make sure things are going to the right direction is top-notch. Even a small smart gesture can turn this interaction from disaster to legendary.
It could result in a future referral or a positive word-of-mouth marketing recommendation.
When you resolve customer complaints successfully, you will better understand their needs, retain them as loyal customer, and enhance your business.
The art of customer handling surely cannot be summoned up just with a few lines. Our training courses at CTS fixate on enhancing participant skills and knowledge about all customer aspects. To avoid all the customer-related obstacles, visit out training course here for more details.