Customer Complain Handling
It is commonly accepted that it costs around 5 times as much to bring in a new customer as it does to retain an existing one. Once a consumer has formed a relationship with a company, they will generally prefer to use that company’s services unless something goes wrong. Loss of customer loyalty most commonly occurs, not when a customer has a problem but when that problem is dealt with badly.
Every time a customer makes contact with the company, it should be seen, by the company, as an opportunity to improve the relationship with the customer. It is key to ensure that customer service is of the highest standards at all times. In reality, things do go wrong but it is proven that resolving a customer’s problems can actually increase a customer’s loyalty to the company, regardless of the initial problem, if it is dealt with and resolved in a professional manner.
If a customer is unhappy with the product or service then the following basic tips can help ensure that you retain the customer’s loyalty:
1. Immediately respond to a customer’s complaint. From a customer’s view point a complaint should be dealt with as quickly as a sale. Do not make the common mistake of letting a customer think you only care about them when they have money to spend. This is the fastest way to lose a future customer!
2. If a customer is upset or angry, let them speak and explain their problem to you, do not interrupt but instead use encouraging body language (*Active listening) to make them realize you are listening and understand. Remember: It is not personal, so always remain calm and polite.
3. Acknowledge the customer’s position and explain to them that you understand; thank them for brining the problem to you, apologise and assure them your aim is to find a solution. The aim here is for the customer to understand that you appreciate their problem; that you accept “ownership” of the problem and you want to help resolve it.
4. Always emphasise what you can do for the customer. Don’t tell them what you cannot do. However, never make false promises or make an offer unless you are sure it can be carried through.
5. Determine the best course of action to resolve the customer’s problem; explain the resolution to the customer and get their approval and agreement. Make sure their can be no misunderstandings.
6. Even if you resolve the problem immediately, always thank the customer for bringing the problem to your attention. If the problem cannot be sorted straight away, then explain that you will do everything you can to resolve the problem as quickly as possible and agree when you will update them on your progress if the problem could not be resolved immediately.
7. Follow up on your solution. Contact the customer, at a later time, to make sure that their problem has been resolved and they are pleased with the outcome. A tip here is to contact the customer, even if the problem has yet to be resolved, so they know you have not just forgotten about them. One of the major complaints from customers is that they feel they have been ignored.
*Active listening - Focus on ensuring that you actually understand what the customer wants and how they are feeling; make it obvious that you are interested and care (use of body language and positive reinforcement gestures) and remain calm and objective.
Finally, encourage customers to complain. All businesses have complaints and not being aware of them does not mean they don’t exist!
Every time a customer makes contact with the company, it should be seen, by the company, as an opportunity to improve the relationship with the customer. It is key to ensure that customer service is of the highest standards at all times. In reality, things do go wrong but it is proven that resolving a customer’s problems can actually increase a customer’s loyalty to the company, regardless of the initial problem, if it is dealt with and resolved in a professional manner.
If a customer is unhappy with the product or service then the following basic tips can help ensure that you retain the customer’s loyalty:
1. Immediately respond to a customer’s complaint. From a customer’s view point a complaint should be dealt with as quickly as a sale. Do not make the common mistake of letting a customer think you only care about them when they have money to spend. This is the fastest way to lose a future customer!
2. If a customer is upset or angry, let them speak and explain their problem to you, do not interrupt but instead use encouraging body language (*Active listening) to make them realize you are listening and understand. Remember: It is not personal, so always remain calm and polite.
3. Acknowledge the customer’s position and explain to them that you understand; thank them for brining the problem to you, apologise and assure them your aim is to find a solution. The aim here is for the customer to understand that you appreciate their problem; that you accept “ownership” of the problem and you want to help resolve it.
4. Always emphasise what you can do for the customer. Don’t tell them what you cannot do. However, never make false promises or make an offer unless you are sure it can be carried through.
5. Determine the best course of action to resolve the customer’s problem; explain the resolution to the customer and get their approval and agreement. Make sure their can be no misunderstandings.
6. Even if you resolve the problem immediately, always thank the customer for bringing the problem to your attention. If the problem cannot be sorted straight away, then explain that you will do everything you can to resolve the problem as quickly as possible and agree when you will update them on your progress if the problem could not be resolved immediately.
7. Follow up on your solution. Contact the customer, at a later time, to make sure that their problem has been resolved and they are pleased with the outcome. A tip here is to contact the customer, even if the problem has yet to be resolved, so they know you have not just forgotten about them. One of the major complaints from customers is that they feel they have been ignored.
*Active listening - Focus on ensuring that you actually understand what the customer wants and how they are feeling; make it obvious that you are interested and care (use of body language and positive reinforcement gestures) and remain calm and objective.
Finally, encourage customers to complain. All businesses have complaints and not being aware of them does not mean they don’t exist!
