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1st - Listen to the irate customer.
2nd - Note down all the issues which he/she has
3rd - Apologize to the customer wherever needed
4th - give assurance to the customer that his/her grievances shall be answered shortly.
5th - give a time span to revert back to the customer.
6th - at the back hand do the investigation as to what went wrong.
7th - post that implementing the process changes wherever needed to avoid any further inconvenience to any customer.
8th- get back to the customer with a possible resolution and assuring him/her the same shall not be repeated in the future in the form of email & calling.
9th - if needed, claim process should be followed if the customer is claiming for the same
Implement an auto-system generated to log in and to resolved every complains within the agreed SLA with business group.
Firstly allow the customer to speak out his problem. Most of the time it works well because the more you allow him to speak chances of solution what he is looking for is revealed.
Do not sympathies rather emphasize to the situation. By emphasizing you will have control to still make decision matching best of interest. Understand the issue and find a solution to resolve staying in limits as per company policy. Implement solution and close the issue.
Always keep calm even though the customer is outraged or angry we should always be able to handle the pressure and disarm the situation at hand and provide the customer with the best possible solution.
In order to handle customer complaints and issues, you should be very well have the knowledge of the product you are selling and the pros and corns of it, so that you could handle it very smartly and confidently keeping the customer cool and satisfied assuring that the complain will be attended and issues will be solved at a given period of time.
Understand one thing very clearly that “A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.” In order to progress and keep your business going customer satisfactions is a must .
Use of "You Attitude" for solving his complains instead of "I" attitude, this automatically give him a feel that he has given a respect by the person and this also leads to the customer intimacy which is very important to get some involvement from the cranky type of customers.
in this way he will understand and will also give the positive response toward the services with some valuable suggestions.
The best way is
acknowledge
probe
answer
confirm and close.
The correct way to ask this question is, "How (SHOULD I, DO I, WOULD I) handle a customers complaints and issues ?"
:)
emotional stability ,humble and struggle on finding solution to these complains
First, you need to have all the information about the Customer and the problem, then you can decide how to react!
L: Listen the complaint carefully and do not interrupt the customer.
A: Apologize for the situation.
S: solve the problem/ issue immediately.
T: Thanks and assure to the customer issue not to be repeated in future.
