The customers are the heart of the business. If the heart stops pumping, your business will end just like the life of a person will end. So if you’re not keeping your customers happy or satisfied your business is not going to flourish and that is why customer service is the most essential part of the business.
So it is critical to remember that no matter how good you treat your customers; it is inevitable that complaints will pop up. This is the reality of the customer-based businesses. Today we live in an age, where the internet and social media are the most powerful platforms to voice your opinions and complaints. Customers also know that if they want to get the business’s attention, all they need to do is launch a complaint on social media platforms.
This could be really damaging and bad for your business as the words on social media spread like wildfire. If you’re leaving a customer unhappy, you need to know that you have lost valuable business. Well, it is a very sensitive matter for a company if a customer is unhappy and launches a complaint. That is why, it is important that the customer services team needs to understand that this should be taken care of meticulously.
Moreover, research shows that loyal and repeat customers spend more than new customers. There are many companies that place a high value on customer satisfaction and loyalty. As an example, we greatly appreciate how Mediacom servicio al cliente (For Latin Americans) responds to their customers. In order to save their customers’ time, the company resolves issues without even requiring them to wait in line. Additionally, they are available 24/7.
In this article, we will delve into a few ways in which your business can make sure that these complaints are taken seriously and handled appropriately.
1. Listen, calmly, and attentively
An angry customer is going to be erratic. The first step to take when you are handling a complaint is to make sure that your customer representative is listening to the customer extremely attentively. The next step is to stay calm and ensure the customer that they are being taken seriously and that they will be provided a solution to the complaint diligently.
We know that it’s a difficult situation when the customer is angry or shouting or being rude. But the customer service team has to ensure that their behavior remains calm and cool and they stay professional. No matter how bad the situation goes, just keep the company policies and values in mind.
2. Confess the Issue
Once you’ve given them the floor, acknowledge the issue and repeat it to them. Putting what they have said into your own words shows them you are listening and that you understand what they’re saying.
Remember, acknowledging the problem doesn’t necessarily mean you’re saying they’re right. It’s more about showing you’re tuned in and you respect their perspective. You can say something like, “I can imagine this is pretty frustrating for you,” or, “If I’ve got this right…” then lay out their complaint in your own words.
3. Ask Questions
Once you have heard your customers out and they’ve had a chance to cool off, it’s your moment to step up and gather all the info. This is when you can calmly dig deeper with some questions for clarity. Now you can have a real talk with your customer. When you mix in kindness, good listening, acknowledging, and apologizing, you are well on your way to earning your customer’s trust.
But here is the thing, don’t ask stuff they’ve already answered. Having them repeat themselves can stir up emotions again and make them think you weren’t really paying attention to them.
4. Follow up
Now that the customer has lodged the complaint, and you have listened to them, ask them questions, jot down all the important information, and apologize to them. It’s time to follow up on your customer’s complaint. The follow-up needs to be prompt and speedy and give the ceiling to the customer that you are in the process of finding a solution for the problem.
It is also beneficial for your business that the faster the customer service representative finds a solution, the happier everyone will be. Also, follow-up doesn’t mean that you are already there with the solution, however, it gives a feeling to the customer that the company is serious about the complaint and getting back to them with follow-up questions or answers.
Additionally, it is also extremely important to remember that the customer services team should not claim things under pressure that they will not be able to make it happen. The company needs to have a preplanned strategy for how a complaint be compensated. For that, you can figure out a way to whether you want to give compensation in the form of a discount, replacement, refund, gift, or coupon.
5. Document the complaints
Well, lastly, documenting all the complaints that come in and the solutions that you have provided to them is an extremely efficient way to prevent problems in the future. Documenting issues will also help you bring attention to the flaws, issues, and problems that are prevalent in your business system. Once the concerned department handles the complaint, it is also important to make sure that they take immediate take action for the glitches that are prevalent.
Conclusion
Being kind can go a long way. It’s also important to understand that every person gets hurt. Sometimes the issue isn’t as big as it may seem, however, just showing them empathy and listening, you can help resolve so many issues. These simple points are very effective when it comes to handling complaints by a customer. It is important for customer representatives to go through training on how to handle consumers with complaints. The small ways can help your business in a larger picture more than one can imagine.
