Hanging up from a customer service call while a customer is still unhappy about the conversation is the worst way to end things. Unhappy customers can have a variety of reasons for why they are dissatisfied. They could be having a bad day, have unrealistic expectations or sometimes just have negative dispositions. Still, we must admit that there are times when a customer has legitimate reasons for being upset. So, no matter what the cause of their unhappiness, they are your customers, and it is important to rekindle that positive feeling they had about your company.
Here are 5 ways to help resolve customer complaints.
1. Listen to the customer: Allow the customer explain what the issue is. Don’t interrupt. This is the customer’s opportunity to tell the story and feel heard.
2. Thank the customer: Let the customer know that you appreciate the problem being brought to your attention. If you don’t know about a problem, then it can’t be solved. In the end, this situation helps the both of you.
3. Give an apology: Give the customer a sincere apology for the negative experience and the way it made the customer feel. This lets the customer know that you care and don’t wish for this situation to occur again.
4. Find a solution: Ask the customer what solution they see in this situation. Then, come to an agreement for the resolution and act on it immediately. You want to make sure they are satisfied with the solution and that they don’t have to wait for the problem to be solved.
5. Follow-up: Follow-up with the customer to make sure they are fully satisfied. This is the time to ensure that all steps of the resolution were carried out to the customer’s expectations.
Sometimes things go wrong and that’s okay. It’s just important to make sure that when they do, you are prepared to handle it. At TeleDirect, we have highly trained customer service representatives that are prepared for anything. Learn how we can help you by visiting us at http://www.teledirect.com/.
