Complaints happen anytime, when customer has complains, it usually for good reason or some indisputable concern in which they purchase something from your store, but the result was unexpected, shall we say it did not convene their expectation, whether it is a product, services or a combination.
In doing business especially in the customer service industry, complaints are not avoidable.
Issues should be taken care properly by listening to the customers’ complaint and then resolve it afterwards in order to ensure happy customer.
For the record, less than half of your unhappy customers bring complaints, those who will not say something will inform an average of 11 people about their awful experience.
So as business owners, recognize complaints as opportunity. Listen to them and resolved their complaint.
Every single customer wants someone listening to them and will understand them, and hope that someone will handle their problem until they become satisfied. No matter what type of situation it may be, when a certain customer brings complaints to you be thankful.
There’s an old saying that says “We can’t fix it, if we don’t know it’s broken.” What is more important is that, if you handle customer complaint improperly, this can affect your future sales.
Here are 5 approaches that will help you resolve customer complaints
When customer presents a complaint, keep in mind that it is not a personal thing; the person is not attacking you directly, but brings in a situation. Take note “Winning a confrontation accomplishes nothing”. People who remain calm and has control with emotions deals a position of strength, defensive when attacked is perfectly natural, so stay professional and keep cool.
Let the enraged customer express his feelings and respond with smooth phrases like, “Tell me more”, “Hmm,” and “I see.” Never interrupt, as customer sees you not reacting, things begin to calm down. Customer should be in calm frame before she can hear anything that you will say.
Recognize the main problem
Emphasize to the customer that you know the main problem, if your company or you made a mistake, be realistic and “admit it”. If there’s no mistake or merely just a misunderstanding, explain to him or her.
Let us take the scenario:
First move: “I can see how incredibly frustrating the situation for you.” “So, if I understand you correctly, we were to resolve the problem by noon today. I can see how that must be frustrating for you.”
Second Move: “So, if I understand correctly…” (This will be an excellent phrase for you to open up the conversation).
Third Move: Follow-up after the customer respond by saying “So, I understand but we were to resolve your problem by today. I can also see how frustrating to you.”
Final Move: Be quiet, normally customer will respond “Exactly” or “That’s right.” or By repeating to your customer the thing you heard, you then lower his/her defense and win, now you will be heard.
Get the important facts
After you listen, take initiative conversation. Now that customer calmed down, begin asking some questions.
Never speak scripted replies, instead use it as an opportunity to start an authentic conversation, build trust and relationship with the customer, this will also help you understand situation, so you can get details as possible.
After getting the sufficient details, now is the time to offer solution. Remember to stay on the company’s safety radar or within the guidelines. Don’t make impossible promise as it brings back fire double.
Let your customer know that you are enthusiastic to solve the issue. One more thing, “be courteous.” And let the complainant know your plans to solve the solution.
Follow-up phone call after a few days makes sure everything OK, even little sign of apology can transform a disaster to legendary. You can then offer gift certificate on the next purchase. This might become a word of mouth and could lead to marketing recommendation.
In successfully resolving complaints from customer, you will understand their needs. They will become your loyal customers and even enhance your business.