How to handle customer complaints and how to manage stress in a short period of time?

Calm down the customer, listen to their complains, apologize for what happen, emphatized customers emotions,and give solutions. 

I manage my stress by eating chocolates and telling to my self that I can do that.

People - Remember the customer dealt with individual not the company.

1. Customers with a concern don’t want to navigate layers of an organization to get a solution.
2. The concern should be resolved with the first contact.
3. If the first contact is not empowered, CRM can resolve the concern
4. Concern resolution requires people who have the right talents to fix the customer.
5. It’s a tough job – customers’ emotions often run high. The people you appoint need to know how to let customers vent and how to steer a conversation toward a productive outcome.
6. Many different skills are required to navigate concerns and think through solutions. But the most important characteristic is having a heart for customers.

Process - Your most unhappy customers are great source of learning. Everyone should understand the steps of your concern resolution process so they can do their part to support it.

a.     Provide a written process for everyone. So they understand when and where they might be involved

b.     Contact every customer the same day of the complaint you receive.

c.      Gain agreement on a solution and plan of action with your customer within 24 hours.

d.     Not every solution can be executed in 24 hours, but having an agreed-upon plan will appease most customers.

e.      Ensure the plan is executed within 3 days.

Policies – What’s so sad is how little it would often take to resolve situations. You bend a policy here, you expedite an order there, you bubble up an issue to a manager. You can’t expect WOW service recovery to happen amidst a culture of rigidity. What really determines the quality of your service recovery is hiring the right people and giving them the tools, training, and authority to make decisions.

1. 1. Limits of frontline-spending authority
   2. Limits of management-spending authority
   3. What situations require escalation – and to whom
   4. How the customer should be turned over if escalation is required
   5. Guidelines for handling different customer types and situations

Practices – 72% of people who complain to a company on Twitter expect a response within the hour. I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.

1. To solve a customer’s problem successfully, you need to fast-track the solution. This requires total department (and sometimes cross-functional) commitment to expedite the solution. 

1. 1. Listen - Listen for WHY they are upset. You can’t solve the problem until you hear it from the customer.

                                                             i.      I will take responsibility for helping you get your concern resolved. Please tell me what happened.

1. 1. Empathise - Acknowledge the impact the situation has on the customer. Put yourself in their shoes.

                                                             i.      That’s a terrible inconvenience. I can understand how upsetting that must be

1. 1. Apologise - As an ambassador of the company, you accept responsibility for the customer‘s unhappiness. This puts a face on your store.

                                                             i.      I’m truly sorry about that. And I’m sorry it’s caused you such aggravation.

1. 1. Positive -After you’ve taken the time to listen, empathize and apologize, then turn the conversation in a positive direction.

                                                             i.      I’m confident we can work together to resolve this.

1. 1. Solve - Engage the customer in the resolution. Think creatively and gain agreement. 

                                                             i.      How can we make this right for you? I have some ideas, but I’d like to hear from you first.

as the saying goes, costumer is always right.. respect  anytime,knows the  source of complain look for the remedy and always talk in a nice way wiyh a smile

The first thing is to be true-hearted and to have ability to play in emotions of customer as a professionak in customer service sphere.

The customers complaints  must be collected in aclear private box for all customers first,

Make daily reports and try to solve and develop soluations within 24 hours next, if this is diffcult should make short -term plan must be  developed in one week ,if no can ask for help from senior management to prevent customer complaints and create the right to win the potential customers confidence.

be positive and offer water and sit a good place attant to him first just listin and find the soluation for his problem and try to solve his problem at a time if not possible than provide time to solve it easily.Empathise ,Apologise him

remain calm and positive...ask customer what happend,explain to the customer the way they can easily understand,offer alternative ways to solve the problem,let the customer  comment, let them give some suggestions.

Be patient and try to approach the customer in a well mannered and polite way. Let him/her explained what exactly he/she really wants. Listen and never contradict. Give solutions or suggestions and if not give assurance that the complain will be reported to the concern person & given actions at the possible earliest time.

Cheer by singing to myself.

A compose behaviour is important when dealing with pressure especially when youre serving a customer. Patience and a polite manner should always be evident in order for the customer to feel at ease and comfort. And most of all, focus or attentiveness to customer's concern is really significant so that you are able to give right answers your customer needs.