The most important principle of handling customer complaints may: “Handle the customer mood first, then deal with the matter.”
When clients complain, they may have strong negative emotions. Regardless of whether the client’s complaint is caused by you, this is not the time to argue with your client about who is right and who is wrong.
Handle the customer’s emotions first. Only when the customer is calmed down can they be able to listen to you.
The following six procedures can be used to subtly resolve customer complaints:
Step 1. Show Empathy and Listen Carefully
Show empathy and listen carefully to customer complaints to show that you understand his current feelings. The examples you can say after learning the reason behinds the complaint. “I fully understand your feelings…” “If I were you, I would feel the same…”
Step 2. Say Sorry
If it’s your mistake, apologize for the problem. If not, say sorry for causing the bad mood. The example you can say: “We apologize for the discomfort caused to you.”
Step 3. Express Your Attention
Express your high attention to his complaint and explain why. The example you can say: “What you feedback to us… is very important. You may not be the only customer encountering such a problem. I will definitely report your concerns to the top person in charge of the company. ”
Step 4. Promise Action Immediately
Promise that the issue will be dealt with immediately and respond to the compliant actively. The example you can say: “We will immediately study and see what caused it, and then respond to you with the fastest speed…”
Step 5. Provide a Solution
Put forward a timetable for solving the problem, and ask the client to confirm. The example you can say: “It will take about 3 working days, we will give you a solution to the problem, do you think it is okay?”
Step 6. Follow up
Follow up the customer’s satisfaction with the action you deal with the complaints.
You may inevitably encounter customer complaints in your sales/customer service work, it may be caused by your company’s mistakes, or by the customers but mistakenly.
No matter what the issue is, once it is not resolved well, you and your customer may have a bad mood, or you even lose the customer’s trust.
With the above six processes, hope you can handle the customer complaints better.