Giving the best customer service is a part that every business should master, including in handling complaints. Without proper knowledge and strategy, you will not be able to solve the existing problem or even aggravate it.
It is a warning sign if you’re unable to make your angry customers happy. There is only little chance to get them back because for sure, they have turned their back, heading to your competitors. Before making it worse, let’s learn the most basic yet effective strategies in handling complaints.
The first thing to do is listening to their complaints attentively. They want to be heard and get rid of their problem.
Start the conversation with neutral statements such as, “Let me help your problem” or “Please tell me what bothers you.” Create a calm and peaceful nuance between you and your customers. Show them that you’re willing to listen to them.
Resist any temptation and urge to solve the problems instantly and don’t jump into conclusion. Let them finish their story and don’t interrupt them.
Their name is the spell
Before doing the next steps, you should ask or confirm their names. A name has its own power that makes us sound like we truly care about their problem. For example,
“Ms. Anna, I’d like to apologize because we did not meet your expectations.:
“Have you contacted the person in charge, Ms. Anna?”
Compare it with, “I am sorry ma’am”, for example. That sounds so formal and less genuine. However, when we call their name, suddenly we talk with a real person who has a life, a job, and a concrete reason behind their complaints.
Repeat their concern
After they finish their story and you get their name, repeat their problem to make sure that you’re on the same page with them. Ask questions if necessary.
Use calm and objective wording. For example, “Alright. As I understand it you are upset because we were late in sending the quotation to you. Is that correct, Ms. Anna?”
Repeating their complaints shows that you actually listen to them. It can reduce their anger and stress levels. At the same time, you can confirm the right problem that needs to be solved.
Show empathy and apologize gracefully
The next step is, show your empathy, Express your concern to their problem by your intonation and body language.
For example, you can say, “I completely understand if you are upset. I would feel the same way if I were in your position. I really apologize, especially knowing that we have caused this trouble.”
Related article: 5 Tips for Improving Your Wholesale Customer Satisfaction
Come with a solution
Now, this is how to end it well. There are two ways to do this.
If you have known what will satisfy them, explain to them that you’ll take immediate action to fix the problem.
For example, “I really understand that this quotation is important to your project. I’ll proceed to the person in charge and you will have the quotation at 3 PM by the latest.”
However, if you’re not sure what they want or they resist your solution, give them the freedom to express how they can be satisfied. Ask them what you can do for them.
Handling complaints from your customers is not easy. However, by working on the technique above, you can solve their problems effectively and fast.
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