For well-intentioned complaints, the following steps can be taken to handle them.
(1) Enthusiasm
Whenever a customer complains, most of them are unfriendly, and some even curse and get angry. No matter how bad the customer’s attitude is, as a company, you should be warm and considerate, treat them with courtesy, and actively communicate with them. This not only reflects the company’s attitude towards handling complaints, but also reflects the principle of “customers are God”. Third, it can relieve customers’ anger and reduce the confrontation between the two parties.
(2) Listening
Listening is an art. Customer service staff can discover the real needs of customers through listening, and thus obtain important information for handling complaints.
When customers raise objections and reflect product problems, you must first learn to listen, collect receipts, and make necessary records. Then, you must understand the nature and facts of the problem, and remember not to interrupt the other party’s conversation. While the customer is talking, express your understanding of the complaint from time to time to let the customer know that you understand his thoughts. In addition, you can also repeat what the customer said and use questioning skills appropriately, so that you can understand what the customer said more accurately and understand the truth of the facts.
(3) Apology
If the customer service staff did not make any mistakes, there is no reason to panic. If the customer service staff did make any mistakes, they must face up to them and apologize sincerely to the customer. The apology should be appropriate and not unprincipled. The apology should be based on maintaining the dignity of the company. The purpose of the apology is to take responsibility and to calm the customer’s anger.
(4) Analyze the problem
Analyze the customer’s complaint based on the customer’s statement, such as quality, service, usage, price, etc., and analyze the customer’s complaint requirements from the customer’s statement. At the same time, analyze whether the customer’s requirements are reasonable, and which department the specific problem belongs to, and whether it is necessary to communicate with the relevant department or ask for instructions from the relevant upper level before resolving the complaint.
(5) Solve the problem
First, correct the mistake that caused the customer’s complaint immediately. Secondly, inquire about the solution the customer hopes to solve. Once the customer service staff finds a solution, ask the customer for his consent. If the customer does not accept the customer service staff’s solution, ask him what suggestions or solutions he hopes to solve the problem. Regardless of whether the customer service staff has the power to make a decision, let the customer know the progress of the problem resolution at any time. If the customer service staff cannot solve the problem, they can recommend other suitable people, but they must take the initiative to contact them.
(6) End politely
After the customer service staff solves the unpleasant matter, they must ask: Do you think this is a good solution? Do you have any other questions? If not, thank the other party for asking the question. Finally, the customer service staff should be made aware of the importance of correctly handling customer complaints and be instilled with the necessary awareness, knowledge and skills. Through full-staff service, consumption can be guided and complaints caused by improper use can be reduced.
(7) Follow-up service
Customer service staff must follow up on the situation after the complaint is handled. They can make phone calls, write letters, or even visit the customer to understand whether the progress of the matter is as the customer wishes, and investigate the customer’s opinion on the complaint handling plan. If the customer is still not satisfied, the handling plan must be revised and a new plan acceptable to the customer must be proposed.
Follow-up service reflects the sincerity of the company to the customer and will leave a deep and good impression on the customer. The customer will feel that the company attaches great importance to the problem he raised and is sincerely helping him solve the problem, which can impress the customer.
In addition, by providing follow-up services and returning visits to the complainant, and telling him that based on his opinions, the company has made rectifications to prevent similar complaints from happening again, this will not only help improve the company’s image, but also closely link customers with the company’s development, thereby increasing their loyalty.
(8) Learn lessons
In order to avoid the same thing from happening again, the company must analyze the causes, review the results of the handling, remember the lessons, and learn from them to minimize customer complaints of the same nature in the future.