How to Solve Customer Service Problems

Before you try to resolve a customer service issue make sure you understand the problem.

Customers are the life blood of companies and organizations. It is crucial that customer service problems be handled efficiently and effectively. If two organizations have similar products and services it’s the customer service that separates the two. Many disgruntled customers will spread the word about the bad service they receive and then take their business to a competitor, resulting in loss of market share and, ultimately, profits. A company can solve customer service problems if they have a trained and knowledgeable staff. Solving problems is a matter of doing what is right for the customer and the business.

Instructions

1. Get all of the information from the customer regarding their complaint or issue. Let the customer vent and air their frustrations without interrupting. Listen intently and take notes about important concerns. You may have to decipher venting from the customers legitimate complaint.

2. Paraphrase the information. When the customer has finished, apologize for the inconvenience and summarize your understanding of the issue. This gives you an opportunity let the customer know you were listening and that you understand the problem.

3. Evaluate possible solutions to the problem. Sometimes a customer wants a late fee waived or a product delivered that was not received. Customer service issues can cover a wide variety of activities. You may have to put the customer on hold to come up with a realistic solution. When a customer is put on hold make you ask the customer if’s it okay to put them on hold while you review the situation. Customers should be put on hold long extended periods of times. If this is necessary occasionally check back with the customer and let them know you are still working on the situation.

4. Explain to the customer what you will do to handle their problem. If you need to get someone else involved, such as a supervisor, let the customer know. Make sure the customer knows the process from beginning to end. Provide the customer with a time frame as to when the problem will be resolved. Whenever a deadline cannot be met, give the customer a call to let them know there has been a delay. You can then give the customer a new date for resolution of their problem.

Tips & Warnings

• If you are speaking to a customer in person, you may have to leave them in a conference room while you put together a plan of action to resolve the problem.

• If a customer is right at your desk, you may have to leave the customer there and consult with a manager or supervisor for a quick resolution. Let the customer know that's what you are doing.

References

• Biz Help 24: How to Solve Customer Complaints