Customer Complaints - The Last Three Steps
September 2nd 2006 06:17
This post follows on from the first installment.
At this stage, you should have assessed who is making the complaint, listened to the complaint and showed that you heard and understood the complaint.
It’s important to note that throughout your dealings with complaints you should try to avoid:
a) Using the word ‘but’ – ‘but’ is a negative word and in many cases can put people on the defensive. For instance if you say to the customer ‘you might be right but ….’ it immediately transfers the positive from ‘you might be right’ to a negative. Most people only ever focus on what comes after the ‘but’. It would be much more appropriate to use words such as ‘however’. Using the same example, ‘you might be right, however….’ there appears to be a lot less aggression and it tends to have a more diplomatic feel.
b) Never tell a customer you know how they feel, even if you truly think you do. It can be extremely annoying when you’re making a complaint to have someone say ‘I know how you feel’. The immediate reaction is generally how do you know how I feel? It can sometimes come across as condescending and glib. It would be more beneficial to say ‘I understand why you would feel that way’ or something along those lines. This way, whilst you are still saying you can understand why they are emotional over this, you’re not assuming you know how they are feeling.
4) Don’t argue with the customer
It’s very easy to take complaints personally and to immediately become defensive, particularly in circumstances where you don’t feel the business was at fault. However, defensiveness can often cause you to challenge the costumer on their point, which would only serve to heighten the issue. Try to remain impartial and unemotional. This will enable you to view the situation objectively and to find an answer.
5) If the customer is right, tell them
If the customer making the complaint is justified in their complaint, tell them. This can have an immediate effect of deflating the situation, like popping a balloon. The customer will be pleased to have their complaint dealt with promptly and efficiently.
6) Show the customer that you’re going to do something about it
You may not be able to resolve the complaint instantaneously; however there is much you can do to assure the customer that it is being taken seriously. Tell the customer what you are going to do, e.g. inform the suppliers of the fault, offer a refund, look at changing policies, and then follow it up. Do what you’ve said you were going to do. At all times keep the customer informed, particularly if it spreads out over a few days.
When the complaint is eventually resolved, or you have done as much as you can, make sure you contact the customer and ask them if they are satisfied with the outcome. It’s important to ensure that you leave them with a good impression of your service.
At this stage, you should have assessed who is making the complaint, listened to the complaint and showed that you heard and understood the complaint.
It’s important to note that throughout your dealings with complaints you should try to avoid:
a) Using the word ‘but’ – ‘but’ is a negative word and in many cases can put people on the defensive. For instance if you say to the customer ‘you might be right but ….’ it immediately transfers the positive from ‘you might be right’ to a negative. Most people only ever focus on what comes after the ‘but’. It would be much more appropriate to use words such as ‘however’. Using the same example, ‘you might be right, however….’ there appears to be a lot less aggression and it tends to have a more diplomatic feel.
4) Don’t argue with the customer
It’s very easy to take complaints personally and to immediately become defensive, particularly in circumstances where you don’t feel the business was at fault. However, defensiveness can often cause you to challenge the costumer on their point, which would only serve to heighten the issue. Try to remain impartial and unemotional. This will enable you to view the situation objectively and to find an answer.
5) If the customer is right, tell them
If the customer making the complaint is justified in their complaint, tell them. This can have an immediate effect of deflating the situation, like popping a balloon. The customer will be pleased to have their complaint dealt with promptly and efficiently.
6) Show the customer that you’re going to do something about it
You may not be able to resolve the complaint instantaneously; however there is much you can do to assure the customer that it is being taken seriously. Tell the customer what you are going to do, e.g. inform the suppliers of the fault, offer a refund, look at changing policies, and then follow it up. Do what you’ve said you were going to do. At all times keep the customer informed, particularly if it spreads out over a few days.
When the complaint is eventually resolved, or you have done as much as you can, make sure you contact the customer and ask them if they are satisfied with the outcome. It’s important to ensure that you leave them with a good impression of your service.
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