QUICK SIX STEP GUIDE TO DEALING WITH CUSTOMER COMPLAINTS!
1. Listen carefully to what the customer has to say, and let them finish speaking when they are explaining. Don not get defensive. The customer is not attacking you personally; he / she has a problem and is upset. Repeat back what you are hearing to show that you have listened.
2. Ask questions in a caring and concerned manner.
The more information you can get from the customer, the better you will understand his or her perspective. I’ve learned it’s easier to ask questions than to jump to conclusions.
The more information you can get from the customer, the better you will understand his or her perspective. I’ve learned it’s easier to ask questions than to jump to conclusions.
3. Put yourself in their shoes.
As a business owner or staff member, your goal is to solve the problem, and not argue. The customer needs to feel like you’re on his / her side and that you empathise with the situation and their point of view.
As a business owner or staff member, your goal is to solve the problem, and not argue. The customer needs to feel like you’re on his / her side and that you empathise with the situation and their point of view.
4. Apologise without blaming anyone.When a customer senses that you are sincerely sorry, it usually diffuses the situation. Don't blame another person or department. Just say, "I'm sorry about that.”
5. Ask the customer, "What would be an acceptable solution to you?"
Whether or not the customer knows what a good solution would be, I’ve found it’s best to propose one or more solutions to alleviate his or her pain. Become a partner with the customer in solving the problem.
Whether or not the customer knows what a good solution would be, I’ve found it’s best to propose one or more solutions to alleviate his or her pain. Become a partner with the customer in solving the problem.
6. Solve the problem, or find someone who can solve it— quickly!
Research indicates that customers prefer the person they are speaking with to instantly solve their problem. When complaints are moved up the chain of command, they become more expensive to handle and only add to the customer's frustration.
Research indicates that customers prefer the person they are speaking with to instantly solve their problem. When complaints are moved up the chain of command, they become more expensive to handle and only add to the customer's frustration.
by Chelsea Ross, Kristelle Zibara, Danielle Caruana and Grace Maroon
