No matter how hard you work to optimize your products and services, you are bound to encounter some unhappy customers, complaining about your work. However, for succeeding in this competitive era, it’s extremely important that your employees are skilled enough to handling customer complaints and work towards customer satisfaction.
A complaint often helps an organization to learn about the shortcomings of its products and services and provides an opportunity to make improvements. Handling customer complaints through phone, email, or in-person, requires a set of skills and strategies, which, if applied properly, can get you happy customers. Also, the customers are likely to share their experience regarding their complaints with their colleagues, friends or in social media. A happy customer would help you in boosting your reputation. Be it a small company or a large corporation, there is usually a dedicated team of customer service agents or support staff to handle customer complaints.
Here are a few strategies that could help you in improving your customer complaint handling process.
- Stay Calm & Patient While Listening
When a customer is explaining his or her problem, listen patiently and calmly without interrupting. Interruptions can infuriate customers and lead to greater dissatisfaction. Even if the customer is irritated or is yelling at you, stay calm and understand that he is angry about the situation and there is nothing personal. Try to put forward logical questions to gather more information. This could calm your customer and make him feel that you are genuinely interested in resolving the issue.
2. Be Clear and Professional
While handling customer complaints, it’s important to demonstrate your professionalism. Your professional approach should reflect in your demeanor and voice. Do not be nervous or uncertain. Be precise and clear about what you say. Even if the customer irritates you, responding in a calm way helps the situation.
3.Record the Details
Make a detailed record of the complaint and review it to understand the exact problem. Keeping such records for future reference is also a good practice. It also helps in identifying the trends or resolving any issue in future.
4. Try to Understand the Customer’s Perspective
Try to imagine yourself in your customer’s position and understand his perspective. It’s important to empathize with his situation and understand why he is frustrated. Even if you are not involved personally in the issue, sometimes apologizing on behalf of the organization helps.
5. Take Responsibility
While handling a customer complaint, it’s important that you take responsibility for resolving the issue as quickly and efficiently as possible. Show them that you can assist them and avoid transferring the call to another executive or to a different department unless it’s absolutely necessary. And, even if it’s necessary to transfer the call, stay with the customer until any other executive answers the call.
6. Resolve the Issue
Find out what the customer thinks would be the appropriate solution to the problem. If it is reasonable and within your area of authority then resolve the issue as soon as you can and provide a prompt solution. And, if it’s not possible to fulfill the request then offer an alternative solution, explaining the situation. You can also offer the refund or a discount on future purchases to please the customer further.
7. Follow Up
Your job doesn’t end with resolving the issue. It’s also important to follow up with the customer to make sure that they have got a satisfactory solution to their problem. Following up is important to know how your client feels about your organization regarding the way the issue was resolved. This extra effort helps in building a happy and loyal customer base for your business.
Handling customer complaints is a crucial part of any business and providing a good customer experience can boost your business in a great many ways. If necessary, provide professional training to your staff about how to handle complaints and prepare an efficient support team for your business.