It’s an unfortunate reality of customer service that every once in a while you’re going to have to deal with an unsatisfied customer. The key is to handle any complaints that arise from your customers in a swift, appropriate manner.
By using the following tips, you’ll be able to transform what could be a potentially uncomfortable situation into a great opportunity to improve the business you represent:
Respond. It’s extremely important to make sure you respond to the complaints of every customer you have, especially in today’s business world. After all, one unhappy customer can go online and tear down your public image. Be sure to address all complaints as quickly as possible—the worst possible thing you can do is ignore the customer.
Admit your mistake. Even if the mistake wasn’t made by you personally, you will gain a lot of respect from the customer if you take responsibility on behalf of the company. If you act professionally and show the customer that you care about making the situation right, it will go a long way toward solving the problem and retaining the customer’s patronage.
Don’t give in to emotions. It can occasionally be quite tempting to give in to your emotions and try to get into an argument with the customer about what the actual problem is. Don’t give in! Stay as positive as possible and it will be much easier to solve the problem.
Keep a casual tone. While your attitude should be professional, it helps for customers to know they’re talking to an actual person and not a corporate robot. It gives them the feeling that the person on the other end of the phone can relate to their problem, and wants to help them solve it. This is especially important in online interactions, when customers can’t hear the inflections of your voice.
Solve. If you can’t solve the actual problem there may be alternative solutions available, such as free products or discounts. Anything you can do to appease the customer and keep them coming back should be done.
Dealing with customer complaints can be an intimidating situation (especially for newer representatives), but following these guidelines should make it quite painless. TeleDirect’s customer service representatives are all highly trained to handle these types of situations. Visit our website today to learn more about our services!
1 comment:
There are certain individuals that are trained to handle customer complaints. They can be part of a company or on a third party that are being hired to make a complaint resolution.
complaint resolution
Post a Comment