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  • 5 Ways Customer Service Should Handle Complaints

    By CrysTelCall On Business Services Comments August 24, 2014

    5 Ways Customer Service Should Handle Complaints

    Customer complaints are serious business for your business.  An unhappy customer needs to be taken care of promptly, both out of respect for the customer and to avoid a problem escalating into something more serious. Dealing with #customer #service complaints effectively helps your company to earn a reputation for good customer service and increases customer loyalty and retention.


    Here are five ways you can keep complaints from becoming disasters.


    Listen, Ask, Repeat

    One of the most important things an angry or upset customer wants is to feel like they are being heard.  Do not just stand there nodding your head while they tell you why there is a problem.  Actively listen to what the person is saying, whether it is on the phone or in person.  Do not interrupt the customer, even if you do not understand something.  Let them finish speaking, then ask them questions to make sure that you understand what they said.  Repeat the listening / asking process until you have the entire picture.


    Empathize and Show It

    Besides being heard, customers need to feel like you care about their problem.  If an employee acts like it does not matter what happened, the customer will feel even more upset, and rightly so.  Try not to take what they say personally.  They are angry and need to express it.  And they need to see that you are sorry that it happened.  After the customer has finished speaking, let them know that you can see why they are upset.  Tell them it should not have happened and that this is not how your company does business.


    Apologize

    Even if you personally feel that the customer is in the wrong, the customer is still the customer.  And you are #representing your company.  It is your #responsibility, whether you are the one who caused the problem or not, to apologize on your company's behalf.  That is not claiming responsibility or admitting fault.  It is letting the customer know you are sorry this happened. The word "sorry" has tremendous power to help defuse a bad situation. Sometimes that is all a customer needs to feel better.


    Offer a Resolution

    Customer service complaints may need more than an #apology to fix, however. If a customer is still upset, you need to try and make amends for what happened.  You may have a set script your company wants you to follow in cases like this.  If so, follow that and try to resolve the issue. If not, ask the customer what you can do to make it right for them.  They may not have something specific in mind.  Make several suggestions that are within your power to grant, and see what makes them happy.  Then take care of it


    Take it Higher if Needed

    No matter how well you handle a situation, there will be times when all your actions are not enough.  The customer will still be upset.  They may ask for someone higher up to talk with about their customer service complaints, or you may need to suggest getting a manager or supervisor for them.  The solution they want may not be something you are authorized to give them, either.  Whatever the case is, calmly and politely say that you will be glad to get someone else that they can talk to.

    Customer service #complaints can be challenging to deal with.  If a customer cares enough to complain, there is still a chance that you can turn things around and not lose their business.  Customer #satisfaction is the most important factor in any business.  Too many unhappy customers and your reputation and sales will disappear.  Work hard to earn and maintain customer loyalty for your company.  Not only will you keep existing customers, your good reputation will also bring in new ones.