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Before anything else, it's very important that employees are given enough authority to deal and resolve customer issues. The worst thing a company can do is to make the employees sit in front of customer with little to no authority at all. Product replacement or reversing charges should not be a matter of going to supervisor or manager every time. If they are not capable of taking such decisions effectively then they are not supposed to face the customers at all.
Coming towards the problem, first of all you must understand that your job is to retain the customer and not to save your own a**. Listen to him with patience, the moment you lose your patience you lose the customer. Analyze if the problem is new or old, if it is old then you must already have the solution for it. If new then rather than apologizing and saying you don't have a solution, be thankful to him and explain how it will help you to make sure it doesn’t happen again.
Go to extra mile and give him options to think. The moment you make him think, you've gained the trust.
And if you really want to retain the customer and gain his loyalty, follow up with him after some time and see how is he doing. In fact it should be a company policy to follow up with every customer who comes in with a complaint.
A customer service associate should always bear in mind that the grievances on blame game made by the client aren't personal and are associated with not getting the services which he paid for.
The primary objective of a customer service associate should always be to resolve problems efficiently rather than playing blame game with the customer.
The first & foremost act will be giving confidence do Customer that he is dealing with right Person. Be Polite, Respectful and do not interrupt frequently and listen carefully. In95% cases, Customer through his outburst will tell you his irritation point and expectation. Ask him Open ended question to dig deep. Please accept mistake and never try for cover up or express " I know better than you" attitude. Ask for his suggestion on resolving the issue and explain him politely but firmly if asking is beyond scope. Suggest him your Solution with logical reasoning. Again95% will go for resolution and closure of Complaint. only5% will go for escalation after this.. And these5% can not be satisfied any time. Take time out from this annoyed Customer and promise him to call back.Report your Higher up about this case and seek suggestion. Revert back to Customer before promised time or if needed, let your Superior handle the Customer. Even in this case, inform Customer too.
In order to deal with aggravated customer who is blaming you for certain issues, a customer service representative should learn to listen to what the customer is saying. Understand what their point is and apologize for the lapses.Take verbal cues when to interrupt and when you get the chance to talk, explain, in a rational way what happened to both sides. After which, walk the customer through on the steps that you can do to resolve the concern and if it is a dead-end issue, provide options to the customer. Empower customer by educating them on basic things they can do in order to avoid the same issue to happen in the future. Being transparent to the customer always help.
Always view the problem from customers angle and give a solution and be proactive to offer customer delight .
In every company - each and every member may come across dissatisfied clients and arguing with them that you are not to be blamed for will automatically make the client more angry. Your team spirit will nevertheless discourage such clients. Not putting the blame on others - listening to the grievance and trying to find a solution. Also reassuring the client that you will take his grievance to management level and it will be dealt with promptly will do the work to some level. But please follow through.
Having a good and polite conversation first to the client,and asking plotely what is the problem to it.
Stay Calm, Listen to Understand, State Your Case Tactfully, Attack the Problem, not The Person, Avoid the Blame Game, Be Positive, Think of Your Business, Communicate Regularly, Owned Problem, Make an Apology
First of all try to understand the nature of the complaint.
if the problem is because of the other suppliers product which is used along with your product talk to the customer about the function of your product as well as the other suppliers product.
This should sort out the issue.
Documentation can resolve the blame game .All the communications must be documented through email
