Unhappy customers are bad news for any company, and it only takes one of them to shatter a perfectly good day at work for everyone! Sometimes, it only takes one of them to steer prospective customers away from you. Whatever the cause, unhappy customers are still guests and hope for future business, and you want them happy again. So, here are 7 tips to take control of customer complaints and turn them to your advantage.
Listen Intently: Listen to the customer and do not interrupt. They need to tell their story and want to be heard!
Thank Them: Thank the customer for bringing the problem to your attention! In the end, they are the reason you, as an agent, have a a job and the reason the company is in business.
Apologize: Sincerely convey to the customer that you apologize for the way the situation has made them feel. This is not the time for preachy reasons, justifications or excuses; show empathy and just apologize.
Seek the Best Solution: Determine what the customer is seeking as a solution. Ask them; if you take the initiative to find the best solution, the customers may surprise you by asking for less than you initially thought you’d have to give – especially when they perceive your apology and intention is genuinely sincere.
Reach Agreement: Seek to agree on the solution that will resolve the situation to their satisfaction. Your best intentions can miss the mark completely if you still fail to deliver what the customer wants.
Take Quick Action: Act on the solution with a sense of urgency. Customers will often respond more positively to your focus on helping them immediately versus a drawn out process.
Follow-up: Follow-up to ensure the customer is completely satisfied, especially if you have to enlist the help of others for the solution delivery.
For some customer service fun facts, click here!
Article by De’Voe Sherman