8 Steps for PERFECT COMPLAINT HANDLING
Handling customer complaints is very important for customer care in particular and the business in general. This has a huge impact on the credibility of the business.
So what is the secret to resolving complaints? How should complaints be handled with each type of customer? All are included in the 8 steps below of CallUS, please refer everyone!
Step 1: Thank you.
The first mistake is instructing the staff to apologize to the guest, even if they do not fully understand what is going on. This confuses employees, puts them in a position of attack, and angers customers even more. Instead, thank the guest for the information. The company should help employees understand that this needs to be done from the bottom of their hearts. Out of every 100 dissatisfied customers, only 4 complain. The remaining 96 people will silently switch to another provider. Complaints are really a gift from our customers because they still expect better from us. Wise companies will further expand “listen to receive” channels. So now many businesses are investing to have a high-quality contact center.
Step 2: Clarifying the Cause
This is the time to demonstrate the ability to listen. Customers have the opportunity to speak up and be heard. Ask effective questions that help you understand the customer’s problem and cause. When customers feel frustrated, they often stray from the core problem. Your task is to bring the conversation back to the right content of the problem that needs to be resolved. Listen carefully and take notes. Sometimes, complaints are just the tip of the iceberg.
Step 3: Apologize/empathize.
Please sincerely apologize if it was the fault of the business. Even if it’s not the fault of the business, show empathy for customers. “I understand how you feel”, “I understand very well how difficult it is for you, “I am sorry that you had this experience with our company”. Regardless of whether it’s the company’s fault or not, the problem of complaints is real. Face it and try to find a solution, don’t complain or ask the customer about the error again.
Step 4: Commit to the remediation deadline.
Note, the customer wants to hear a specific deadline to fix the problem. Don’t promise “as soon as possible”. Let customer service staff be able to immediately set deadlines for customers, so in the business, it is necessary to have a standard for solving some common tasks. For unexpected tasks, the customer contact department needs to grasp the company’s organizational chart to transfer the resolution information to the specialized department to give customers the most accurate answer on time. time.
Step 5: Settle the complaint within the committed time limit.
Receive complaints and act immediately. The customer’s problem is the number one priority. Don’t write it down your “to-do” list, make it an important thing that needs to be prioritized and done right away. If solving the problem is not within your scope, move it quickly to the relevant departments/people, but never get the problem out of your head. Closely monitor and timely notify guests.
Step 6: Update and notify the customer after the issue is resolved.
The person updating and notifying should be the superior manager of the complaint recipient. Let Team Leader/Manager contact customers for the last time. Customers appreciate this very much.
Step 7: Give a thank you gift.
A small gift will let customers know that we really appreciate their feedback. This is an impact point that greatly affects the customer experience in the process of restoring trust with the brand.
- Note 1: only give gifts after fixing. Customers contact us because they expect their problem to be resolved, not because of the gift.
- Note 2: This is a thank you gift. Shouldn’t be an apology gift. A wise company should have a budget for this and a process to use it.
An example: when a customer’s brand new car broke down while the customer was driving to the airport, the service manager at the auto dealership sent a staff member to pick up and drop off the customer at the airport on time. , a few days later the employee came to the customer to deliver the repaired car with a gift of a box of chocolates.
Step 8: Fix to make sure not to repeat.
Customers are willing to forgive us the first time. But they won’t forgive us when we repeat the mistake. That just confirms our quality is really bad. It turned out not to be an accident.
The best way to solve a problem is to do everything right the first time so it never happens. But when things go awry, it’s important that you’re always ready to help your customers with all your heart, turn a negative experience into a memorable one, wow customers with a resolution process. superior complaint resolution, which significantly strengthens customer trust and loyalty.