Customer service is not an easy job. As a front line of the company, you have to be decent and professional in all your ways and more likely in dealing with customers. You must be friendly and quick to address their concerns.
What you need are just techniques on how to deal with customer complaints. Those skills are as follows.
Don’t lose your composure
Relax, never panic. You will only lose your concentration to absorb the point of the issue. Be confident in facing your customer’s complaints and don’t take it negatively.
Listen and internalize
Pay attention to what they are saying. Establish an eye-to-eye contact. This makes them feel that you are concern and willing to help them. Many customers babble a lot which is more on comments or grievances, and receiving this kind of information are not helping.
Ask them the reason or the main cause for you to look for the solution.
Think quickly for the solution
As you entertain their concern, process in your brain what are the words of advice or what would be the right solution you would give. In other words, you’re thinking of the solution while listening to them.
The result is that they will appreciate your quick answer or immediate response after their turn. Sometimes, when you let yourself be flooded with their complaints, you’ll end up stuttering and losing your composure.
Thus, you aren’t able to give the solution and become inefficient.
After they express their complaints, you must apologize. Saying sorry calms the customer. Acknowledging faults are a way to show sympathy for them. Being humble than arrogance avoid arguments and an uncomfortable relationship between you and your customer.
Put yourself in their shoes
To empathize is also the best way to cater their concerns and to keep them. This is one way also to build rapport with them. Understanding them like if you are in their shoes would surely please your customer. They will also feel that you are truly concerned in help them.
Mind you, this will make you a favorite of your customers. The common mistake of the employee in customer service is they are just bound to the task of giving a solution, then that’s it. Making follow ups like “How are you doing?”, “Is it working now?” Or “anything more?”, makes you effective in your service. Addressing complaints are not just about giving a solution but how is it working on the process.
Acknowledge the complaints
This is the extremely positive attitude in handling complaints. Don’t think that saying “thank you” for the complaints will worsen the issue. Rather it connotes that you and your company are willing to accept comments, complaints or negative reactions. Always remember that nothing is going to improve without a single mistake.
So when you receive complaints next time, learn to appreciate it.
At some point, you have to deal with upset customers. Listening to their complaints is a challenging task and an exciting situation for you to handle. It is normal that your initial response would be anger, frustration or outrage. But amidst all the stress, you have to be patient to keep customer retention. If not, then surely you’ll get your job in jeopardy. It’s a headache, certainly.