Handling Customer Complaints effectively is one of the most important aspects of providing excellent customer service. Complaining customers are providing your business the opportunity to rectify problems.
WHY HANDLING CUSTOMER COMPLAINTS MATTERS
Customer complaints offer your organisation a chance to:
- Identify and resolve problems
- Demonstrate service excellence
- Maintain loyal customers.
We need to be able to view customer complaints as opportunities. Work out which problems prompt complaints, how we handle complaints effectively, and how we satisfy customers who do complain.
Customer complaints show organisations how to improve products, services, procedures, and attitudes toward service.
Resolving customer complaints effectively and efficiently leads to customer and brand loyalty. Here are 7 Steps To Follow When Handling Customer Complaints.
1. ACTIVELY LISTEN
This requires more than just “hearing” them complain. Actively listening when handling customer complaints means you need to stop what you’re doing to concentrate. An angry customer needs to know that they are being heard and that you are completely engaged in the conversation.
Focus solely on what the customer is telling you. Active listening involves being totally focused on hearing the words the customer is speaking. Interpreting what these words mean, and responding in a positive manner that demonstrates:
(a) You understand what the customer is saying, and
(b) You consider it to be important.
Active listening is the only effective means to rapidly uncover information that is critical to satisfying the customer.
2. ALLOW A SHORT VENT
An angry customer sometimes needs to just vent their frustrations.
Give them a chance to do so as long they are not using obscenities or abusive language.
Don’t interrupt. Remain calm and in control. Remember the power of listening not just hearing. And as long as they are sticking to the service/product complaint, remember not to take any of it personally.
3. EMPATHY WORKS
Let them know that you sincerely care about the problem. That is, even if you don’t agree with their comments. If you or your company made a mistake, own it and admit it. If it is a misunderstanding, you can respond in a supportive, concerned tone of voice. Try, “I can see how that would be incredibly frustrating for you.”
You are not necessarily agreeing with what the customer is saying. You are respecting how they perceive and feel about the situation.
4. THANK YOUR CUSTOMER FOR COMPLAINING
Huh what? Yes. Even when customers are being a bit nasty, you can begin to change the tone of the conversation dramatically by being sincere. That is, by sincerely thanking them for bringing the problem to your attention.
This shows the customer that you genuinely care about:
- What they are sharing.
- You appreciate the opportunity to resolve the problem.
5. SINCERE SORRY
It really doesn’t matter who caused the problem. Sometimes the customer is the one who made the error.
But say sorry for the problem. What you are apologising for is the fact that they are upset about the situation. An apology implies ownership. It lets the customer know that you are going to help them through the process.
When said sincerely, the words “I’m sorry” can be so powerful towards maintain calm. It can eliminate as much as 95% of a person’s anger. This will help your customer to calm down and be more open to problem resolution.
6. MAKE NOTE OF THE FACTS
Now that the customer has calmed down and feels you have heard their side, begin asking questions. Be careful not to speak in cold, scripted replies. But instead, use this as an opportunity to start a genuine conversation That is, building a trusting relationship with your customer. To help you understand the situation
- Use open-ended questions to try to get as many details as possible.
- Take down notes of all the facts to refer to accurately in the future.
7. OFFER A SOLUTION
This happens only after you have sufficient details. Know what you can and cannot do within your company’s guidelines. Making a promise you cannot commit to will only set you back.
Remember, when offering a solution, be courteous and respectful. Let the customer know:
- You are willing to take ownership of the issue.
- Tell them what you are going to do to solve the problem.
If an employee in another department is better equipped to fix it, help make the transition smooth by explaining the problem so your customer doesn’t need to repeat their story.
THE SECRET TO CUSTOMER SERVICE “EXCELLENCE”
A quick follow-up phone call! That is the secret answer to Customer Service Excellence.
A few days after the original complaint was made, call the customer to make sure everything is okay. This is the icing on the cake. Even a small gesture of compensation such as a simple upgrade on the customer’s next purchase or a small gift certificate can turn this interaction from anger to satisfaction.
When you resolve customer complaints successfully, you will better understand their needs. This result is forever giving, because then also retains them as loyal customers as well as enhances the business’ profile.
Remember, every time a customer complains it gives us an opportunity to learn how we could have handled things better or differently in order to build loyalty. Many of our silent, angry customers just go away.
Apply the seven steps listed above. Then feel great about the positive difference you made in your customer’s day, as well as your company’s success!
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