How a company’s staff deals with customers or clients is a huge factor in whether or not the company retains its customers or clients. Good customer service translates directly to a company’s bottom line. Even more importantly, training your staff to deal with aggressive or complaining customers or clients can help to prevent or diffuse a potentially violent situation.
By training employees to handle customer complaints and issues properly and promptly, a company achieves several goals. Employees who know what is expected of them and have the knowledge and skills to deliver what is expected are happier and more loyal. Plus, customer complaint handling skills are among the most valuable skillsets for any employee who deals with the public. Below are some suggestions to help your staff effectively respond to customer or client issues.
But first, companies that use case management software can track, escalate, manage and resolve complaints quicker and easier than those that don’t.
1. Never Minimise the Issue
A customer or client who is unhappy for one reason or another should never be made to feel like they’re overreacting. Minimizing the issue will make them feel like they are being patronized and no one likes that. It also puts them on the defensive.
2. Empathize
Don’t argue, just say you understand and then take action to resolve the issue. This doesn’t mean you are agreeing that they are right or that you are apologizing, it just means that you are telling them you understand their issue and their feelings.
3. Remember: Everyone Makes Mistakes
If you are wrong, apologize! Don’t be afraid to say “I’m sorry. This is not how we do business.” They will appreciate that you acknowledge the issue. This also reinforces your brand and culture.
4. Come up with a Resolution
The person who takes the complaint or issue must be able to deal with it and come up with a resolution. It doesn’t matter who has seniority. What matters is that the issue is fully resolved.
5. Resolve the Issue Quickly
Don’t make excuses or take days or weeks to resolve the issue. Satisfied customers are repeat customers and they are also great PR ambassadors for your company.
Then, Reinforce Good Results
Acknowledge employees who successfully diffuse difficult issues with customers to reinforce that they did the job well. Other employees who see customer complaint handling skills receiving positive feedback will be motivated to improve their own skills.
Most of all, good complaint handling skills can keep customers happy and happy customers will return. If you implement these principles and training into your customer relations procedures you will be sure to enhance your bottom line as well as employee morale.
Source: i-sight
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