The number one goal is always to keep customers and/or clients happy, but when complaints do come it is important to remember that there is a silver lining...
So, what could possibly be the positive
that comes out of complaints? What is the cool thing about complaints?
They offer you an opportunity to learn, to do better and to strengthen those customer-relationships.
Another positive- at least the customer complained... No news isn't always good news.
Are you aware that out of 15 clients who receive poor service from your company, only one is likely to complain?
The other 14 simply take their business elsewhere!
So, what steps should we take when a customer complains?
According to help helpscout.com, the first step
is to ask the important questions and really listen to what your customer is saying.
This is because complaints, even the worst of them, contain insights that can help you get to the root of the problem
... Remember when we said that the silver lining is the fact that you can learn from this? Yup, and here we go!
The second step is to identify the type of customer you are dealing with
. This will help you determine your approach in dealing with your unhappy customer and assist them as effectively as possible.
Step three is to ensure you respond quickly
. It is best to resolve complaints as soon as possible... So take some time to inspect your current process for dealing with complaints. Where do the complaints go, is there a system in place? Or do they get lost in someone’s inbox?
Dealing with complaints and unhappy customers is something every business and professional has or will have to deal with every once in a while. So, let's ensure we are equipped to deal with it as best we can!
Our team is standing by to help you do this and more. Reach out and let's chat about your training needs.
Staff Training is a soft skills training provider offering, contact us at 0861 996 660 or email us for more info.