Register now or log in to join your professional community.
1.Listen to the complaint; Accept ownership of the problem. Apologise. Don't blame others. Thank the customer for bringing the problem to your attention.
2.Be understanding; Remember, the person is complaining about your business, not about you personally. Be calm, cheerful and helpful. Where possible, let the customer know that you will take responsibility for resolving the problem.
3.Record the complaint; Detail the complaint so that you and other staff know exactly what the problem is. Have one place to record complaints and the actions taken to resolve them.
4.Make sure you have all the facts; Check that you understand the details while the person is making the complaint, and ask questions if necessary.
5.Discuss options for fixing the problem; At the very least, a sincere apology costs nothing. But think about what this complaint could cost you in lost business or a complaint to the Equal Opportunity Commission. Maybe you can provide a free product or discount a future service.
6.Keep your promises. Don't promise things that you can't deliver. In handling complaints it is better to under-promise and over-deliver.
7.Be quick; If complaints take several days to resolve or are forgotten, they can escalate.
8.Follow up; Record the customer's contact details and follow up to see if they were happy with how their complaint was handled. Let them know what you are doing to avoid the problem in the future.
9.Reward your staff; Encourage and reward your staff for dealing with unhappy customers and handling their complaints well.
SIMPLE ONE ,, JUST LISTEN CAREFULLY HIS PROBLEM BECAUSE MOSTLY HE WILL GIVE YOU AN IDEA TO SOLVE HIS PROBLEM, NOW ITS YOUR TURN TO DEAL HOW, WHEN , WHERE , BY WHOM ETC
At some point, everyone in business has to deal with an upset customer. The challenge is to handle the situation in a way that leaves the customer thinking you operate a great company. If you’re lucky, you can even encourage him or her to serve as a passionate advocate for your brand.
Listen carefully to what the customer has to say, and let them finish.
Ask questions in a caring and concerned manner.
Put yourself in their shoes.
Apologize without blaming.
Ask the customer, "What would be an acceptable solution to you?"
Solve the problem, or find someone who can solve it— quickly!
Thank them
As you know he will be very irate, listen to him/her patiently and do not interupt him/her while they talk. Once they finsih the talking, apologize for the inconvenience and tell them you will do the same if it happens to you and you understand the situation. Then reply with the available options for him/her to proceed or you can tell them how much the customer is worth for your company and escalate the call to the supervisor..
L E A R N
Listen Carefully To your customer
Empathize Your customer and understand the problem
Apologize to your customer even there is no mistake.just apologize for the unhappy experience
React Immediately and let the customer feel your efforts to make him satisfied
Notify your line manager for incident record
The1st rule is do not take the irate customer personally as he /she is angry at the company. Try to calm him down. If it is in your domain try to help the customer. if the customer is asking for a supervisor and asking for a refund. Says he would not buy your product again. Would sue the co it is better to escalate the call to the customer loyality manager or case manager.
