6 Secrets When Dealing With Customer Complaints
1. Complaints = Positive
Customer complaints are positive! You are being provided with invaluable information and gaining an insight as to where your product/service is failing to meet customer needs.
It is important to thank the customer for getting in touch from the beginning to show that you appreciate the time they have taken to make the call. They are providing you with a fantastic opportunity so seize it and use it to improve the product/service to satisfy customers.
2. Identify Language
There are many people who don’t like to identify themselves as a complainer, and will therefore contact your call centre asking if they can provide feedback. These customers may use the following phrases:
- “I would like to provide you with feedback…”
- “I don’t like it when…”
- “I’m not happy with…”
3. Acknowledge their anger and apologise
Once the language has been identified as a complaint you must acknowledge their anger and apologise. Whilst they are going through their complaint make a note of the main points, and once they have finished thank them for their comments and apologise. You must make sure that you are being open minded and understanding about the situation.
Remember that you are representing the company and are apologising for an experience the customer has had whilst using your company. So don’t feel as if they are blaming you personally!
4. Empathise/Reassurance
It is important that you look at the situation from the customer’s point of view, taking into consideration how they must feel. Having empathy and understanding are key to providing good customer service, so allow the customer to vent their feelings whilst reminding them that you are going to help them with the situation.
Keep your tone calm and measured using the notes you made whilst listening to the complaint to demonstrate that you have a firm grasp on the customer’s problem. Ensure that you ask a closed question at the end to confirm you have fully understood the point(s) they are trying to make.
5. Ask Questions
Ask the customer what they think you should do to rectify the situation. This shows you are willing to work with them and if you are able to deliver what they want from the situation they’ll be happy and satisfied that the problem has been resolved.
If the customer demands something that you simply can’t deliver, tell them, explain why it isn’t an option and apologise. Then inform the customer of options that are available to them at this stage, whilst reassuring them that you are here to help.
6. Act
Once you have clearly explained to the customer what you are going to do to rectify the situation and deal with their complaint, you must do it. Ensure that you follow through and deliver what you promise; if you fail to do this the customer may well call again with another complaint! At this point you should have a happy customer who is satisfied with the action taken to resolve the issue.
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