How solving the most common customer complaints can become a golden opportunity for the company

This means that by not properly addressing a customer complaint, we are not only at risk of losing the consumer directly affect by the problem, but also a group of potential buyers.

The first thing we ne to know is that, when it comes to customers, no complaint is insignificant. All types of complaints are a golden opportunity to correct problems, improve some processes, offer better quality in the services provid and avoid poor customer service, which, as we already know, generates several negative consequences for the company .

But before we consider strategies that will help us improve in this regard, we must carefully analyze: how frequent is this customer complaint? Has it happen before? Was it resolv? How?

Author and coach Marilyn  populariz the phrase

“thank your customers for complaining, most of them don’t even bother to do so, they just walk away” and that is why the proper management of a particular customer complaint is essential, because behind it there may be hundrs that we lost.

Before looking at some examples of customer complaints and some of the most common types of complaints, we will take a look at how to deal with a person who contacts our company to file a complaint and  for the company who is not in a good mood – as is often the case.

People are emotional, and it is clear that if a customer paid for something that did not satisfy him, he will not be happy. Whatever he says, the customer service representative must understand that any complaining customer is not willing to listen to nonsense or submit to a solution that he does not like, because it will india telegram data  even worsen the tone of the conversation.

 

The first step is to listen and then acknowlge the fault. According to a study by The Nottingham School of. Economics publish in Science Daily , 45% of dissatisfi customers retract their negative review of a company after the company apologiz. Compar to the 23% who receiv some financial compensation.

Language is essential
Calm, polite and assertive. To ease the tension  how to make a business plan and what are the essential elements for success and annoyance of the complaining customer, you can use some phrases such as:

Apologizing clearly helps, but the priority when dealing with a customer complaint should always be to resolve the problem. Spe ​​and efficiency are not only essential, but they also put the image that the customer will take away from our company to the test.

In a study of US consumers, only 12% rat lack of spe as the main cause of frustration with the service receiv. But for 27% this place was occupi by lack of efficiency.

We know that the client will give us time if

we offer a good solution that meets their expectations and our capabilities; however, we cannot always do this immiately.

So what is the key? Be clear and responsible with the deadlines you give. If it is 48 hours, you should state it clearly and explain why it is that long. The same applies if it is a week, two, three… your client  for the company. Should know what will happen and how long it will last.

Once the deadline has been met america email  and the problem has been resolv. An additional discount, a gift, or some kind of gratitude for the inconvenience will always be welcome. Provid that the customer’s complaint has been resolv as negotiat.

Training customer service agents
Customer service agents are the gateway for complaints. Ideally, they should always be provid with the necessary training and tools so that they can offer better service.