{"id":3612,"date":"2022-12-16T09:03:22","date_gmt":"2022-12-16T09:03:22","guid":{"rendered":"https:\/\/ctsvietnam.vn\/how-to-handle-customer-complaints\/"},"modified":"2023-01-05T04:27:20","modified_gmt":"2023-01-05T04:27:20","slug":"how-to-handle-customer-complaints","status":"publish","type":"post","link":"https:\/\/ctsvietnam.vn\/en\/how-to-handle-customer-complaints\/","title":{"rendered":"How To Handle Customer Complaints"},"content":{"rendered":"

Let\u2019s 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 \u2013 product, service or and a combination of two.<\/em><\/span><\/p>\n

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.<\/p>\n

Here are\u00a0five<\/strong>\u00a0strategies that will help you deal with a customer complaint in a smooth and professional manner:<\/em><\/p>\n

1. Stay calm<\/b><\/span>
\nBear in mind: complaint is never personal. Customers want to be listened and understood so make sure you give them a certain amount of attention. \u201cWinning\u201d the confrontation accomplishes nothing. Try to stay professional and keep your cool.<\/span><\/p>\n

2. Listen well<\/b><\/span>
\nLet the customer\u2019s anger steam off. Respond with phrases such as, \u201cHmm\u201d, \u201cI see\u201d, and \u201cTell me more\u201d. 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.<\/span><\/p>\n

3.\u00a0 Understand the problem<\/b><\/span>
\nLet 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.<\/span><\/p>\n

4. Get the facts<\/b><\/span>
\nAfter 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.<\/span><\/p>\n

5. Offer a solution<\/b><\/span>
\nOnly come to this step when you have sufficient details. Remember that: know what you can and cannot do within your company\u2019s guidelines. Making a promise you cannot commit to will only set you back. Moreover, be courteous and respectful when offering a solution.<\/span><\/p>\n

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.<\/p>\n

It could result in a future referral or a positive word-of-mouth marketing recommendation.
\nWhen you resolve customer complaints successfully, you will better understand their needs, retain them as loyal customer, and enhance your business.<\/p>\n

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\nThe 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\u00a0here<\/a>\u00a0for more details.<\/p>\n","protected":false},"excerpt":{"rendered":"

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…<\/p>\n","protected":false},"author":1,"featured_media":2392,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"rank_math_lock_modified_date":false,"footnotes":""},"categories":[38],"tags":[],"class_list":["post-3612","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-events"],"acf":[],"_links":{"self":[{"href":"https:\/\/ctsvietnam.vn\/en\/wp-json\/wp\/v2\/posts\/3612","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ctsvietnam.vn\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/ctsvietnam.vn\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/ctsvietnam.vn\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ctsvietnam.vn\/en\/wp-json\/wp\/v2\/comments?post=3612"}],"version-history":[{"count":3,"href":"https:\/\/ctsvietnam.vn\/en\/wp-json\/wp\/v2\/posts\/3612\/revisions"}],"predecessor-version":[{"id":3805,"href":"https:\/\/ctsvietnam.vn\/en\/wp-json\/wp\/v2\/posts\/3612\/revisions\/3805"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/ctsvietnam.vn\/en\/wp-json\/wp\/v2\/media\/2392"}],"wp:attachment":[{"href":"https:\/\/ctsvietnam.vn\/en\/wp-json\/wp\/v2\/media?parent=3612"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/ctsvietnam.vn\/en\/wp-json\/wp\/v2\/categories?post=3612"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/ctsvietnam.vn\/en\/wp-json\/wp\/v2\/tags?post=3612"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}