Most customers are happy enough so long as a business or service delivers on what it promises. Many customer complaints occur after customer fails to resolve an issue they have had with a product or service on their own, which is why it’s completely understandable that many of them are often already overcome by frustration by the time they reach a customer service representative.
While fixing the problem will probably defuse the situation, delivering truly amazing customer service involves more than just doing what’s expected.Going the extra mile means better understanding of what makes for a successful conflict resolution for customer complaints. In this article, we’ll cast light on some of the best practices that you can employ in your own organization.
One of the most important skills that a customer service representative can have is to maintain their objectivity. It’s important to stay calm, even in the face of a client’s anger. Many people will say things they don’t mean, especially when they’re blinded by their annoyance over a particular problem! The representative’s job is to identify the main issue of frustration so that a speedy solution can be found. They have to remember that when customers are rude, it’s most likely not anything personal.
Consider the Customer’s Emotions
Identifying and resolving a customer’s issues as quickly as possible is the hallmark of efficient customer service. For stellar customer service, it’s crucial to also incorporate a human touch to your approach. Your customer service training program should highlight empathy as one of the most important skills that a representative can have. It helps a client feel that they’re being heard and that what they’re saying is being acknowledged.
It’s never a good idea to challenge a customer’s complaint. After all, if they weren’t having a problem, they wouldn’t be calling in the first place. Your customers’ satisfaction is based entirely on their feelings, and appealing to these feelings is your best bet at retaining their loyalty. Offer your sincere apologies, and tell them that you understand how they’re feeling.
Use Positive Language
A tense situation with an irate customer can very easily escalate. When people are upset or aggravated, they don’t often want to be told “no.” Employing the right language and choosing positive phrasing is essential in defusing the heat. Educate your customer-facing employees to try not using the words like “can’t,” “don’t,” or “won’t,” which can all be construed as negative. Teach them how to use positive, honest messaging instead, that lets the client know that you will do everything in your power as an organization to address the problem that they’re having.
Provide Solutions and Accurate Timelines
Simply resolving your customer’s concern is not enough. Always endeavor to give your clients the most complete and updated information available, especially when it comes to any complaints they lodge. Giving your customers an exact timeline of when you expect their issue to be fixed gives them a sense of reassurance and rebuilds their trust in the company. It also saves them from making any unnecessary calls or visits to follow up on their concern. All these measures go toward improved customer retention overall.
Offer a Token of Appreciation
If you can, offering a token of your appreciation along with your sincere apologies can go a long way toward making a client feel valued and smoothing any ruffled feathers. Consider giving your customer a credit or discount, an upgrade, a service extension, or even a small gift from your company that lets them know that their feedback is important and meaningful.
Customer complaints are inevitable, especially if you’re in the service industry. The trick is to look at them as opportunities that your organization can learn from to make the business better for all of your clients. Providing the appropriate response when necessary is only the first step. Use these instances to analyze your business process to prevent similar pain points from happening in the future.