Routines for handling complaints
Having procedures for handling complaints from dissatisfied customers are "Alpha and Omega". The reasons and the benefits for this are many. Above all, the company manages all customers in the same way when it comes to complaint handling. If there are several people at the company that work with customer management, then all customers get the same tone and information in their dealings. To handle complaints correctly, you need a routine description. Then the employee can step by step check the company's policy and professionally respond to the complaint from the customer.
Encourage dissatisfied customers
A dissatisfied customer is never a fun. But there are little tips that can still help. It is far from always as it meets the customer's wishes. Sometimes something has arisen and it is beyond our control. Make sure that at the beginning of the call, remember and repeat what is the customer name and why is he unsatisfied. In this way, the customer experiences that you are listening and paying attention. The phrase "I hear what you say" is very good to use. Explain to the customer what's going on now and manage the conversation. By proposing to the customer that "now you can choose between option a or option b", the customer feels that this can be chosen but you control the customer in one direction. Small things for the customer are of great importance. If it is not possible to solve the problem right now, explain to the customer what's going on and how to find a good solution in the long run.
● Listen to the customer
● Use the customer's name
● Control the call to one end
● Provide customer with options
● Tell what's going on in the future
Opened and closed questions
In case of complaint handling, it may be good to learn how to handle opened and closed questions. A closed question is something that you can only answer yes or no. An open question is, for example, asking the customer to explain his case. Then there is no short or given answer, but the customer is given the opportunity to develop and describe with his own words. Exercising yourself on these types of questions may be a good idea as you will be able to control the conversation in a good way. The customer will then feel safe and adapt to the conversation following how you choose to use these questions.
Caring for a dissatisfied customer is not easy. If you are calm and professional in its appearance then the customer will notice it. Explain what has happened and what will happen. Give also alternatives so the customer feels that he is self-employed and determines. When dealing with complaints, it is good to learn how to handle both opened and closed questions. In this way you can control the conversation and get a good flow. In addition, one can calm the grove and quickly find out what the complaint is about. Take care of the customer in the best way. With our case management system, you get all incoming cases into one platform, simplifying and structuring your work. Please contact us for more details!