“Customer is King,” though this is a cliche, it doesn’t make it any less true. Customers are the backbone of every business — big or small. And today, a lot of emphases is given to offering the best customer experience. You’ll win half the battle if you’re able to meet the needs of your client and solve their problems.
One of the greatest challenges of a business is dealing with customer complaints. At the end of the day, customers are mere humans. It’s their nature to seek only the best.
If your clients are unable to get what they need from you, they’ll opt for your competitor’s service. It’s as simple as that. Satisfying your customer alone does not work, you need to delight and earn their trust. Here are practical ways on how to handle a client complaint.
1) Listen intently
It’s crucial to be a good listener, especially when you’re in the service industry. No matter how angry or irate your customer is, allow him or her to blow off some steam. Occasionally, respond with a simple, “Tell me more,” “Okay,” “I see” or “Hmm.” The client will automatically calm down after venting out his or her frustration. Then you can proceed with offering your solution.
2. Apologize sincerely
It doesn’t hurt to apologize. In fact, a simple “sorry” proves that you care enough to accept your fault. Same goes for dealing with customer complaints. When he or she senses that your company or its representative is genuinely apologetic, the customer will retract from being furious. All you need to do is say that you’re sorry and that you understand their situation.
3. Act on your callers’ issue intently
Offer immediate help to resolve the issue as soon as possible. Make your customer feel that you’ve taken his or her problem as a top priority task. Try offering a practical solution. And if it does not work, pass it on to the department that can. You will get a loyal customer if you act on the problem immediately.
4. Thank your client and do a follow-up
When a customer complains — regardless of the manner or language tone — you should always diffuse the situation with courtesies, and one of them is “Thank You.” The best customer experience involves strengthening the client relationship. So, follow-up with your customer, even after the problem has been resolved. It will make your customer feel good, and you’ll earn his or her loyalty.
Handling customer complaints is a strategic course of action. A trained and professional team can transform a negative situation into a positive one for your business. Therefore, it is important to learn and acquire all the necessary information and facts before handling a complaint or problem.
If you need advice or assistance in customer management, feel free to contact us. Also, share this article and help deliver the information to those who need it.