In this fast paced technological environment, customers expect superior quality ; excellent service and positive results. Exceptional customer experiences often produce engaged, loyal customers. Businesses benefit from word of mouth advertising.
Not all client interactions will have positive outcomes , hence all employees should be suitably
trained and adept at handling customer complaints. So here are easy to use complaint-handling tips that will help to enhance customer satisfaction and improve client retention.
1. Remain calm. This may prove difficult when dealing with an irate customer but remember the customer is seeking solutions and it is helpful when you do not mirror their emotions. So be kind, and be calm.
2. Listen emphatically. This is one of the most important keys to resolution.
3.Thank the customer for bringing the matter to your attention.
4. Sincerely apologize and accept ownership.
5. Ask proactive questions to get the facts and derive a better understanding of the problem .
6. Record details of the complaint.
7. Discuss reasonable options with the customer.
8. Act promptly to resolve.
9. Follow up to ensure the customer is fully satisfied.
How you respond reassures your clients that you are serious about their business relationship, value their feedback and are committed to resolving their issues in a fair and timely manner. Every interaction good or bad provides the opportunity for your business to learn and grow.
