1. Listen –do not interrupt. Do not disagree or argue! Just listen and encourage them to let everything out by asking if there is anything else.
Don't take anything personally - this is therapeutic. It's good for the customer and good for you.
Why this is important
By letting the customer fully vent, they can release their anger.
Customers want to be heard and treated with dignity.
Ask if there is anything else, so you are sure they let it all out.
2.Paraphrase/clarifyand then ask if you missed anything and if you have heard everything correctly
Why this is important
By repeating back what they said, they know you listened and got it.
It is also helpful for the customer to hear their issue in a calmer voice.
You can now move forward to resolution with little or no drama.
3. Acknowledge/take responsibilityfor dealing with the complaint
Next, say -Based on everything you shared with me, I can understand why you feel that way. I will take responsibility for resolving the issue as best I can. Here is my phone number and email, and you can reach out to me at any time.
Why it's important
We didn't say we agreed; we said we understand whytheyfeel this way. It's an opportunity to show empathy and reinforce we've heard what they said, know why they are upset and show we care.
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We are also making it clear that we are the person that will take responsibility for finding the best possible solution. It is reassuring to the customer to know a real person is working with them. Our job is to make sure that if we say it, we mean it and own it.
4. Askhow they would like the situation corrected.
Why it's important
Most people just want to vent and do not make unreasonable demands, especially after they have the opportunity to blow off steam and feel like they have an advocate. I have been amazed at how reasonable a customer will be.
Please do not tell a customer they are wrong.It's OK to say there is a misunderstanding, and you're happy to correct it.
Never call a customer a liar.We used to buy Christmas gifts for our clients from Harry and David. One Christmas, the gifts went out without any identification that it was from us. I know this for a fact because I saw my gift at a client's office with no tag. Other clients shared that they received our gift fruit with no tags or gift cards.
When I shared this with their customer service person, they told me NO, that could not have happened. I do not take well to being called a liar, and I NEVER order from Harry and David again. That response cost the company a minimum of$1,000 per year.
I believe a better-trained customer service person would not have insulted me and found a way to keep a valued customer.
The best customer service people are the best trained.The four-stepapproach to dealing with customer complaints will keep clients loyal and give your customer service teams the tools they need to satisfy customers and enhancegoodwill.
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Rich's latest book People, Time & Money is available HERE.
Rich's latest book People, Time & Money is availableHERE.
