Customer Complaint Techniques
All customer-oriented businesses must be prepared to deal with customer complaints. Whether a customer wants to return a defective item or receives poor service, it is up to the business to address complaints and offer help. Training customer service representatives to deal with complaints in a respectful, professional manner improves the company's image and creates a strong customer base.
Other People Are Reading
-
Identify the Problem
-
Teach employees to identify and restate a customer's problem. This makes the customer feel as though she is being heard and understood. Listen patiently to a customer's complaints and restate it in your own words. Begin with a phrase such as "So what you are saying is that..." or "As I understand the problem, you feel that..." to reframe the customer's complaint. Never argue with the customer, which can cause her to become defensive and angrier. At the same time, do not feel obligated to apologize or take abuse from a customer. Simply listen and identify the customer's complaint in a fair, unbiased way.
Offer Help
-
After identifying the customer's complaint, acknowledge the problem and offer to help. Say "It seems like you are unhappy with the service you received. What can I do to address this problem?" Allow the customer to state what he thinks is the best solution to the problem. Offer to allow the customer to return an item, receive money back or receive free repair services. Consider offering an additional concession to the customer, such as a discount on future merchandise. This improves your company's relationship with the customer and increases the odds that he will return.
-
Expressing Thanks
-
After resolving a customer's complaint, thank her for her feedback. By thanking a customer even when she expresses negative feelings toward your company, you demonstrate that your company treats all customers respectfully and professionally. Ask the customer if she has further feedback on your company's business practices and customer service. This demonstrates a willingness to improve services to meet customer needs.
Dealing with Poor Behavior
-
A customer service representative does not need to put up with abuse from a customer. If a customer becomes verbally abusive or personally threatening, professionally address the poor behavior. Firmly state "I will have to ask you to leave if you continue to use that language" or a similar phrase expressing your intolerance for unacceptable customer behavior. If the customer continues to behave inappropriately, contact your manager immediately. Call the police if a customer threatens your physical safety.
-
References
- Photo Credit Jupiterimages/Brand X Pictures/Getty Images
