How to Effectively Deal with Client Complaints

I vividly recall an incident when a client called my boss to complain that I had been rude to the owner’s wife. Initially, I was taken aback by the accusation, as I believed I had done nothing wrong. Nevertheless, I apologized for the incident, and they still remain our client to this day.

Dealing with client complaints is crucial for maintaining customer satisfaction. Unhappy customers may not express their concerns directly to you but instead voice their grievances to others and take their business elsewhere.

As Marketing Expert Seymour Fine once said: “When a customer complains, he or she is doing you a special favor; he is giving you another chance to serve him to his satisfaction.” Customer complaints present excellent opportunities not only to reassess your customer service strategy, but also to enhance and recreate your products. By effectively managing and swiftly resolving customer complaints, you can enhance your business processes and foster repeat business.

Here are some steps to effectively handle client complaints:

Step 1: ACTIVE LISTENING

Begin by attentively listening to the complaint and expressing gratitude to the customer for bringing the matter to your attention. Take responsibility for the issue without placing blame on others and maintain a courteous demeanor. Remember, if a customer takes the time to voice a problem, it holds significance to them, even if it seems trivial to you.

Step 2: COMPREHENSIVE DOCUMENTATION

Thoroughly examine the complaint to gain a precise understanding of the problem. Maintain a centralized record of all complaints, enabling you to identify any recurring patterns or issues.

Step 3: ACCURATE INFORMATION GATHERING

Ensure that you have correctly comprehended and recorded the details of the complaint. Seek clarification through appropriate questioning if necessary.

Step 4: EXPLORING SOLUTIONS

Discuss potential options for resolving the problem with the customer. Inquire about the outcome they desire, such as a repair, replacement, refund, or apology. Evaluate the reasonableness of their request.

Present a suitable solution and verify its effectiveness. Once you have identified the root cause of the complaint and proposed a solution, it is essential to confirm that the proposed resolution has indeed resolved the issue.

Step 5: TIMELY ACTION

Strive to resolve the complaint promptly. Delayed responses may lead to escalated dissatisfaction.

Step 6: UPHOLDING PROMISES

Keep the customer informed if any delays occur while addressing their concerns. Avoid making promises that you cannot fulfill.

Maintain a complaint log to track issues. If a single customer reports a particular issue over a decade, it may not require immediate attention. However, if multiple customers express the same complaint, it signifies a developing trend that needs to be addressed.

Step 7: GIVE FOLLOW-UP

How will the customer know that you handled the situation promptly? Initiate contact with the customer to ensure their satisfaction with how their complaint was handled. Communicate the steps you are taking to prevent similar issues from arising in the future.

BOTTOMLINE

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Ensure that your staff members are well-trained to follow the established complaint handling procedures, empowering them to swiftly resolve issues. Encourage customers to provide feedback and voice complaints, as it allows you to address problems and seize opportunities for resolution. By implementing these strategies, you can effectively manage client complaints, enhance customer satisfaction, and foster a thriving business.

Sources: 1 & 2

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How To Manage Difficult Phone Calls

Handling a frustrated or angry caller is not an easy feat! While the stress and anxiety of managing these situations fade as you learn more about your job, the importance of dealing with difficult clients never fades.

When it comes to client support, dissatisfied clients air out their sentiments more than the satisfied clients. Bad news travel faster than the good. Thus, you must ensure that the client hangs up with a happier disposition.

#1: WORK EFFICIENTLY

Time is money. The more efficient you can be, the more clients you can help throughout the day. You need to address all the concerns as quickly as possible. You must be organized because clients get frustrated when they wait or when they are put on hold for a long time.

#2: BE PREPARED

Before starting the call, ensure that you pull out all the relevant files and reviewed all the notes pertaining to the case. Being prepared will help you to avoid asking for the client’s story again. After the call, take down notes on what was discussed. This will help you know what to follow-up next time.

#3: ACTIVELY LISTEN

In general, one of the vital aspects of handling difficult callers is active listening. Listen to your clients while simultaneously showing concern and getting insight into the issue. This will help you arrive at a solution.

Image Credits: pixabay.com

#4: REACT POSITIVELY

Train yourself to be pleasant during stressful situations. Practice your tone of voice and use a calm approach. At times, callers can test your patience to the limit. You must separate yourself from their emotions and treat the issue objectively. Reacting with anger can only exacerbate the situation.

#5: LET IT GO

It is worth your time to apologize for any problem or inconvenience caused. If the problem was originally the client’s fault, blaming the person will make it worse. Remember that the client should be your ally and not your enemy. Assist the client to arrive at a workable solution together.

Image Credits: pixabay.com

When the challenging call is over, take a deep breath and let it go. Hanging on to the stress of the demanding situation can affect your relationships at work. There is simply no benefit in reliving the difficult call.

Sources: 1 & 2

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How To React To Poor Customer Service

It is common sense to think that good customer service goes hand-in-hand with success. More than ever, customers have formed higher expectations due to the comparisons they see online. Should a customer be disappointed, he or she will make sure that the entire Internet knows about it. Releasing your frustrations online may not be the best way. Reducing your frustrations in a healthy manner is.

Having a bad customer service experience can feel like enduring an unresolved loop. The unpleasant encounter can leave all these negative emotions for a duration of time. If you cannot handle these experiences through processing or re-direction, you are bound to linger onto these negative emotions.

Do not let your negative emotions of frustrations and disappointments consume you, follow these coping suggestions.

TALK TO THE MANAGER

As a paying customer, you are expected to be treated with respect and deference. Customer service agents are paid to actively listen to your queries and to expedite the purchasing process. You may seek the help of the manager, if the customer service agent cannot meet your requests or constantly answers with: “I am not authorized to do that.”

No matter how negative you feel, you have no right to blame everything to the company. Talk to the manager about what happened and how the event broke down. Highlight what you think a fair compensation looks like.

DETERMINE WHAT YOU WANT

Ask yourself honestly: do you want them to be punished or to learn? There are different ways to communicate what you want such as writing a complaint or speaking to the manager. However, there is another route that you can take. You can humanize the situation by understanding the other person’s point of view. Think of reasons why the employee is treating you this way.

Perhaps, your request cannot be given without bending the company’s rules. Is the employee is enduring a bad day or a horrible boss? Nonetheless, it requires compassion and empathy for the other person. These traits may not be practiced by everyone. It is so hard to give empathy when you are fueled by negative emotions and a goal to punish the other person. As hard as it may seem, please try.

FIND AN OUTLET

I have been in your situation multiple times. Recently, I had my armpits waxed. The personnel burnt my skin and said that she cannot get some of my armpit hair. It sucks to pay for a service that I did not enjoy. Moreover, I opt to endure the painful alternative of plucking. I have two options: to scream at the personnel or to politely leave the establishment. I chose the latter. Why? It is Christmastime – a season of generosity and love. I would rather put aloe vera on my skin than have her get reprimanded by her boss.

I found a way to validate my unwanted emotions without harming anyone. I told my significant other and my friends about the event. It is best to find someone who can give you his or her meaningful opinions and make you feel that your voice is heard. You cannot get that with a heated online post!

Sources: 1 & 2

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