How to Resolve a Customer's Issue Effectively

How to effectively resolve a customer's issue using a very sincere and direct approach.

Difficulty: Moderate

Instructions

Things You'll Need:

• Experience, which you will gain over time.
• A job that involves resolving customer's issues

1. Answer the phone politely and with a smile on your face! Always make sure to use a greeting which welcomes the caller and mentions your business name right off the bat. Also, always include your first name in the greeting when answering the phone. Remember, the customer(s) can tell if you are in a bad mood and it will likely affect their mood towards you based on the tone of your voice.

2. If there is an issue or inconvenience to the customer, sincerely apologize to the customer and assure them that you will get the issue resolved as soon as possible. There is something very comforting about knowing someone truly cares and is willing to rectify the problem right away.

3. Get the customer's phone number and/or confirm their contact information and notify them you will contact them back as soon as possible. Give the customer your contact information and let them know they can feel free to contact you in the mean time if they need anything. It is very rude to keep a customer on hold for extended periods of time!

4. Call the customer back within 24 to 48 hours (even if you don't have an answer, at least let them know you are still working on it!) and give them the necessary information to follow up on the issue at hand. If the customer does not answer the phone, make sure you leave a voice mail or send them an e-mail to avoid any misunderstandings later on. Confirm that the customer is satisfied with the resolution and let them know how much you appreciate their business. Always make the customer feel welcome to call you at anytime if they feel they need anything. Wish the customer a great day!

Tips & Warnings

• Never snap at a customer or tell them that they are wrong!
• Never tell a customer to calm down.
• Always welcome the customer's issues and use a calm and soothing voice when speaking to them.
• Assure the customer that you will do everything in your power to make sure the issue gets taken care of and that you understand their frustration!

[graveymaster]

on 11/4/2009 Isn't if funny how someone on the other end of the phone can make all the difference in the world? Great article.

[midcenturymaven]

on 9/23/2009 It's so true. Nothing is more likely to produce an irate customer than telling them to "calm down". Respect and courtesy goes a long way with customers. Excellent tips.