At some point, all businesses will have to deal with customers who are dissatisfied with something or the other. It can be a real challenge to not only fix this grievance but also provide the kind of customer support which leaves them satisfied and makes them want to keep doing business with you. Keeping this in mind, your company should develop a complaint management system that has a focus on resolving customer grievances in a way that converts unhappy customers into loyal brand advocates. Here are some tips that will help you do that.
Focus on what your clients tell you and record important points that can help you in deciding the best course of action for tackling the issue. Never interrupt customers while they speak and nod slightly to show your concern. Wait for the clients to finish and thank them for bringing the matter to your attention. Summarize the discussion to let them know that you have understood the problem and ask them if there is anything else they would like to share. Make it a point to listen keenly so that clients feel heard and valued when they raise a grievance.
Always remember that when customers complain, they may be frustrated, angry or distressed for the right reasons. Put yourself in their shoes and give them the attention they demand. Acknowledge their concerns and tell them your company regretsnot being able to deliver the expected standard of service. Use phrases to comfort customers and build rapport with them. For example, say ‘I know how difficult it must have been for you’, ‘I realize how frustrating it is when this happens’ etc. to show empathy and follow up by saying ‘I am happy to hear from you and we will take care of this immediately’. It makes clients feel better and shows that your company is ready to set things right for them.
Customers do not like to be kept waiting when there are grievances to be sorted out. Also, a client who shares his/her concern with a company’s representative may expect the same person to handle the issue. Taking this into account, you need to understand that making customers move from one department to another to get an issue resolved will only frustrate them further. However, complaints which are beyond the scope of your job description or authority will need to be looked into by another person. In this case, get your clients in touch with a reliable staff member who can get to the root of the matter quickly and reliably. Never let your customers return to you with the same grievances as it can signify incompetence on part of your organization. Customers can also be requested to give their input on the problem solving process as this will make them feel your company cares about what they think.
Make sure that your company takes the best measures for managing consumer grievances and check to see that no details regarding their complaints go unnoticed. Call your clients once everything has been taken care of and thank them for their patience. Compensate customers or offer complementary products and services to please them further. Give customers discounts the next time they use your products and services.
Always remember that successfully handling consumer grievances is part of running a business. However, it is essential that your company does not develop a reputation for receiving an overwhelming number of complaints as it can drive clients away and impact your sales performance.
Keeping this in mind, establish policies and review processes in your business to avoid customer complaints in the future. Your staff also needs to learn from each complaint received so that steps can be taken to improve your company’s customer service. Setup a training program in which you can refine problem solving abilities of your team so that they are capable of taking quick action in case certain grievances are not prevented. Your customers are one of your greatest assets and therefore, creating procedures to accept, respond and handle their complaints will go a long way in determining your brand’s success.
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