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Typically, when someone has a problem or an issue they just want to know that they are being heard. Whether you are dealing with the complaint over in the phone in a call center, or a customer at a retail location, or even from a business partner what I have found to be most effective is to genuinely listen to the concern.
Repeat it back to them if necessary, to make sure you understand clearly what the problem is. Then, apologize. A simple apology can do really great things for you and has the potential to increase further business with that customer. Then, really all you have to do from there is do what you can to solve the problem. Take ownership of the solution. Let your client know that you are working for them to get a solution together for them. If the solution cannot be fixed directly by you at that present moment, set a follow up date with your customer (whether it's later the same business day, or the following day or what have you) at least you have given the client the understanding that you simply aren't going to pass the problem off to somebody else. Take ownership of the solution, and if you do set a follow up time with the client, make sure you honor it - even if you don't have a solution when you have a follow up date or time, you can still talk to them and advise them of how you are progressing.
Good luck!
Listen carefully to what the customer has to say, and let them finish. Don't get defensive. The customer is not attacking you personally; he or she has a problem and is upset. Repeat back what you are hearing to show that you have listened.
Ask questions in a caring and concerned manner. The more information you can get from the customer, the better you will understand his or her perspective. I’ve learned it’s easier to ask questions than to jump to conclusions.
Put yourself in their shoes. As a business owner, your goal is to solve the problem, not argue. The customer needs to feel like you’re on his or her side and that you empathize with the situation.
Apologize without blaming.When a customer senses that you are sincerely sorry, it usually diffuses the situation. Don't blame another person or department. Just say, "I'm sorry about that.”
Ask the customer, "What would be an acceptable solution to you?"Whether or not the customer knows what a good solution would be, I’ve found it’s best to propose one or more solutions to alleviate his or her pain. Become a partner with the customer in solving the problem.
Solve the problem, or find someone who can solve it— quickly!Research indicates that customers prefer the person they are speaking with to instantly solve their problem. When complaints are moved up the chain of command, they become more expensive to handle and only add to the customer's frustration.
There is no getting around customer complaints, regardless of your industry. However, by employing these steps and taking the time to review the issue with the customer, you can turn challenges into something constructive.
The first and most important skill you should have is patience. When the customer is complaining its quite probable he/she wont be in best of their manners. You need to be patient to understand their issue.
The second skill you need to have is you should be a good listener. To understand the problem/complaint quickly and effectively listen to what the customer is saying before coming to any conclusions. Half the solution of the issue lies in what customer is saying.
Third skill is to be precise in your explanation. Don't try to give a very vague answer to increase the call time/issue resolution time. Giving a precise and quick answer helps in increasing customer satisfaction.
If you have no idea about a resolution its better to transfer your call to your peers/senior to get a quick resolution.
Please keep in mind that every customer expects a timely resolution to their complaints.
Hope the answers helps you in some way.
Thanks
- Listening skills
- Analytical skills
- Problem solving skills
- Communication skills
- Social skills
Listening skills
Communication skills
Persuading skills
Negotiation skills Ext... Thank You.
Training for handling complaints would be helpful to dealt a difficult situation.
Reply on time,share honest situation,acction taken, new target, acction plan, follow up and update
you should have a great attention to details, and to be abile to resolve complex, issues and problems.
listen first, and say sorry for what happen, and directly to give complimentary if necessary.
1- First, always listen to the customer
If you request further information do not hesitate to contact me
When a customer first makes a complaint, take a step backGive the customer your full attention and listen to the whole problem before responding.Don't jump the gunTry to understandAlways use your initiative when dealing with complaints.However, never pass the customer around from person to person
