It’s human nature that people will complain. It’s HOW you handle the complaint that’s important human nature that people will complain. It’s HOW you handle the complaint that’s important
1. SHOW INTEREST
* Listen carefully to the complaint
* Call the customer by name
- Treat the customer with respect
- Keep calm and cool.
2. SHOW SYMPATHY
Imagine how
YOU
would feel in the customer’s position
3. REPEAT THE COMPLAINT
Repeat
the exact nature of the complaint
to the customer
so there are no misunderstandings.
4. CONSIDER ‘HUMAN ERROR”
Gently establish if perhaps
the customer
made a simple error.
BE DIPLOMATIC!
5. ADMIT THE PROBLEM
If it is absolutely clear -
admit that “we”
made a mistake.
But don’t be patronizing
…..don’t agree just to agree. *
6. REFER IMMEDIATELY
Tell the customer what you
CAN do
not what you can’t do.
If you cannot
solve the problem immediately –
refer it to someone who can. *
HANDLING COMPLAINTS
WHAT
NOT
TO DO!
DO NOT
BE DEFENSIVE
The customer is complaining
about a problem
– not necessarily about YOU.
Don’t take it personally. *
DO NOT
Give
NO
as a flat answer.
Be prepared to offer an explanation
or an alternative. *
DO NOT
ASSIGN BLAME
To another person
or another department.
The customer wants a solution! *
DO NOT
GIVE COMMANDS
Don’t order the customer about.
Be polite,
Say “Please”, etc. *
DO NOT
MAKE PROMISES
… that are unrealistic
or not achievable.
The customer will then be
MORE displeased. *
DO NOT
LEAVE THE PROBLEM UNSOLVED
If it cannot be solved immediately,
keep in contact with the customer
until it IS solved. *
DO NOT
LOSE YOUR SENSE OF HUMOUR
If appropriate,
look on the light side.
Introduce some humour and it will help both you and the customer. *
DO NOT
OFFER COMPENSATION
Unless you are authorised to do so. *
HOW TO HANDLE A
VERY
ANGRY
CUSTOMER
LET THE CUSTOMER TALK
Let the customer vent their anger.
Just let them talk.
Do not interrupt.
Do not argue. *
INTERRUPT GENTLY
After a while,
say you wish to help them
solve the problem
by working together. *
TAKE NOTES
Write down all the points.
Get the facts.
Focus your thoughts.
Often seeing the points being written down takes the heat out of the argument. *
READ BACK YOUR NOTES
Read back your notes
to the customer
to show you care
and that you are making sure
you have all the points correct. *
IF CUSTOMER KEEPS ARGUING
Keep repeating
that you only want to help them.
Perhaps suggest that
they call back later
so you can make enquiries
about the matter. *
BE POSITIVE
BE INFORMED
COMMUNICATE CLEARLY
Thanks for your reading this article. Have a good day and stay safe!
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