Here is a simple 7 step process to resolving customer complaints. These situations are all about attitude and how you approach each individual opportunity. I say opportunity because if you handle these situations quickly and professionally you will have a customer for life!!!
1. Greet. Begin each call in a friendly way.
Answer your phone as though you are happy to hear it ring. Make sure you separate any previous negative experience from this new customer contact. Stay positive.
2. Listen. We often hear the same kinds of complaints, so it can become challenging to really listen to people.
Give each caller an opportunity to vent some frustrations and listen to the facts and the feelings without responding too quickly.
3. Question. Ask questions to clarify the concern.
Again, you want to make sure you resist responding until you understand the problem the customer may be having.
4. Empathize. Try to find a point of agreement with the person.
This doesn't mean you have to agree with the complaint, but it will show the customer that you understand the concern.
5. Address the issue. Now that a client's emotional needs have been met, do everything in your power to resolve the practical aspects of the complaint.
Take responsibility for the actions of your organization. People who have their problems successfully resolved tend to continue to do business with the companies that took the time to solve them.
6. Test the solution. Ask some questions to test how well you have resolved both the emotional and practical sides of the complaint.
Give the customer another opportunity to talk and continue to be a good listener.
7. Follow through. Often, complaints cannot be resolved completely the first time you've contacted them. Going the extra mile and making the extra effort usually results in customer loyalty. Customer satisfaction means little, customers loyalty means everything.
If you need to get back to the customer, do so quickly and thoroughly. Even if a complaint has been resolved, create a reason to contact your client again. Extend the same courtesy and professionalism that you would want if you were in the customer's shoes.
