When it comes to handling customer complaints, all types of businesses, especially their inbound call center can attest that it actually is a complicated, difficult, and exasperating task all in all. What’s more is that not only does it put pressure on customer service representatives alone, but affect the success and the reputation of the business as well.
Whereas complaints can’t be entirely avoided, knowing how to manage it properly is already a huge step. So to avoid losing customers and put an end to negative remarks about the company, here are six tips to assist you with the appropriate customer management.
Hear Them Out
When customers contact you, it’s either they have something good or bad to say. So, regardless of the type of message they’ll convey, remember always to hear them out no matter how rude they can be and how much you already want to interrupt.
It’s highly advisable to let them finish first before responding to their complaints, as to avoid adding up to the already present tension transpiring on the line.
As soon as the customer is done speaking, immediately express regret for the corresponding inconveniences he/she has experienced. Although a simple apology may not really be effective in making the customer calm down, merely admitting the company’s mistake can already mollify the situation.
However, don’t put the blame on other employees or departments either, as it can also cause further damage to the business reputation.
Settle the Issue
Next step would be to proceed with settling the issue. Customer service representatives should clarify with the caller the exact details of the problem encountered to know how to handle them properly.
If mentioned concern is a recurring one among other customers, then it should be less of a hassle. But if it’s regarding a new matter, representatives should go into the specifics to efficiently address them.
Upon getting all the necessary details and factors included in the dispute, it follows that the customer service representatives must suggest appropriate and operative recommendations to the caller.
Always remember to analyze the situation first and even put yourself in the client’s position, to efficiently assist them with all their concerns.
Situations like this may result in losing customers even after providing them with solutions. To avoid such downfall, perform the necessary follow through to determine if customer service representatives are equipped with enough knowledge and quality services that the caller is looking for.
At the same time, it enables customers to know that the company highly values their satisfaction.
Before ending the conversation, keep in mind to express gratitude, regardless of how the call went. For further engagement and continued business transaction, companies may also consider giving a token of appreciation in the form of discount coupons or vouchers to at least cover the encountered issue.
With these six management techniques provided, businesses should take these into account not only for having an improved customer management, but an enriched overall customer service as well.
Nowadays, the traditional landline phone customer service that businesses have may not serve your customers well—considering that we’re living in the technology era. Having customer support in other types of network such as through online and mobile are some of the customer assistance services we have, which can take your entire customer service to a whole new level. Learn more!