No one likes to receive a complaint — but complaints are worth their pressure in an organization learns from them and then practices the information to improve the customer experience. Customer complaints can be used to build a better customer service experience and turn a dis-satisfied customer into a raving fan.
A good response to a customer complaint also ensures you’ll receive that particular complaint only once. The company will know how to handle that issue in advance in the future. Once you’re aware that your client is unhappy then your first priority is to put yourself into a mindset. This means that you set aside any feelings you might have that the situation isn’t your fault, or that your client has made a mistake, or that he or she is giving you unfair.
All that matters is that you realize that your customer or client is upset, and that it’s up to you to solve the problem. Adjust your mindset so that you’re giving the best efforts of your focus to your client, and to the current situation. No matter what or who caused the problem, never, ever blame or make excuses. Instead, take full responsibility and the initiative to do whatever you can to solve the problem as swiftly as possible.
Never lose your calm! Customers will get irritated from time to time but it is your duty and that of your employees to handle that irritated customer in a calm and a positive manner. Show the customer that you care even when there is little or nothing that can be done to improve the situation. You will want to keep the energy level low key in an effort to diffuse a potentially unstable situation and prevent matters from spinning out of control. Do not be challenging with the customer and use tact when speaking. Remember to stick to the facts and do not lose your dignity no matter what the customer may say. Your calm behavior may very well rub off on your irritated customer.
Attitude is everything in creating satisfied customers. Even the most irritated customer will usually calm down when dealing with someone who is obviously doing their best to understand the customer’s situation. If employees truly listen to a customer complaint, valid or not, the customer will at least feel as if they are being heard. Sometimes that’s enough to completely diffuse a negative situation.
Obviously, there will be a point when a more senior person must make a decision in dealing with a complaint, but empowering employees to deal with common complaints and issues on their own will go a long way toward creating a more positive customer experience and increasing employee engagement.