How to Effectively Deal with Client Complaints

I vividly recall an incident when a client called my boss to complain that I had been rude to the owner’s wife. Initially, I was taken aback by the accusation, as I believed I had done nothing wrong. Nevertheless, I apologized for the incident, and they still remain our client to this day.

Dealing with client complaints is crucial for maintaining customer satisfaction. Unhappy customers may not express their concerns directly to you but instead voice their grievances to others and take their business elsewhere.

As Marketing Expert Seymour Fine once said: “When a customer complains, he or she is doing you a special favor; he is giving you another chance to serve him to his satisfaction.” Customer complaints present excellent opportunities not only to reassess your customer service strategy, but also to enhance and recreate your products. By effectively managing and swiftly resolving customer complaints, you can enhance your business processes and foster repeat business.

Here are some steps to effectively handle client complaints:

Step 1: ACTIVE LISTENING

Begin by attentively listening to the complaint and expressing gratitude to the customer for bringing the matter to your attention. Take responsibility for the issue without placing blame on others and maintain a courteous demeanor. Remember, if a customer takes the time to voice a problem, it holds significance to them, even if it seems trivial to you.

Step 2: COMPREHENSIVE DOCUMENTATION

Thoroughly examine the complaint to gain a precise understanding of the problem. Maintain a centralized record of all complaints, enabling you to identify any recurring patterns or issues.

Step 3: ACCURATE INFORMATION GATHERING

Ensure that you have correctly comprehended and recorded the details of the complaint. Seek clarification through appropriate questioning if necessary.

Step 4: EXPLORING SOLUTIONS

Discuss potential options for resolving the problem with the customer. Inquire about the outcome they desire, such as a repair, replacement, refund, or apology. Evaluate the reasonableness of their request.

Present a suitable solution and verify its effectiveness. Once you have identified the root cause of the complaint and proposed a solution, it is essential to confirm that the proposed resolution has indeed resolved the issue.

Step 5: TIMELY ACTION

Strive to resolve the complaint promptly. Delayed responses may lead to escalated dissatisfaction.

Step 6: UPHOLDING PROMISES

Keep the customer informed if any delays occur while addressing their concerns. Avoid making promises that you cannot fulfill.

Maintain a complaint log to track issues. If a single customer reports a particular issue over a decade, it may not require immediate attention. However, if multiple customers express the same complaint, it signifies a developing trend that needs to be addressed.

Step 7: GIVE FOLLOW-UP

How will the customer know that you handled the situation promptly? Initiate contact with the customer to ensure their satisfaction with how their complaint was handled. Communicate the steps you are taking to prevent similar issues from arising in the future.

BOTTOMLINE

Image Credits: unsplash.com

Ensure that your staff members are well-trained to follow the established complaint handling procedures, empowering them to swiftly resolve issues. Encourage customers to provide feedback and voice complaints, as it allows you to address problems and seize opportunities for resolution. By implementing these strategies, you can effectively manage client complaints, enhance customer satisfaction, and foster a thriving business.

Sources: 1 & 2

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5 Realistic Steps To Handle Customer Complaints

As a business owner there are some things that you can momentarily run away from, but never fully escape. You probably have an idea about what I am talking about! It does not matter whether your design is streamlined or whether you are the “top dog” in the field. Customer complaints are inevitable in the entrepreneurial sense. Not to mention, we live in a society where voicing out one’s concerns is an acceptable behavior.

Complaints must be acknowledged and dealt with in an efficient fashion. Dealing with complaints will help you identify business’ issues and improve its services. On that note, here are Realistic Steps To Handle Customer Complaints:

1. TAKE A DEEP BREATH

It is easy to let your emotions get in the way, when you are faced with a disgruntled customer whose sentiments imply how incompetent you are. I have been in this fueling position before! Let me paint the story for you.

As a frontliner of a contemporary fitness studio, I had the chance to interact with people from different walks of life (including international celebrities). I will never forget the first complaint that I received. With all her might, the customer shouted her concerns regarding her package. It was a humble misunderstanding regarding the promotional package that she bought. Despite my nerves, I took a deep breath and listened to what she had to say.

2. APPEAR INTERESTED

Keeping a straight-face when tackled with criticism is challenging, but it is something that you have to do. Take a step back and carefully listen to the customer’s concerns. Let the customer finish his or her sentiments before you respond.

When responding, it is best to bury your defensive and emotional tones. Responding in an insensitive manner may irritate the customer further. In most cases, the customer is not there to personally attack you. He or she is simply upset about a product or a service and wants an appropriate solution. So, appear interested and emphatic. Respond in a mirroring manner – rephrase his or her concerns to ensure that you understood the situation.

Image Credits: pixabay.com

Image Credits: pixabay.com

Put yourself in their shoes. If you had a problem with an establishment, at the very least, you would want your voice to be heard.

3. ADDRESS THE PROBLEM/S

The next step leans to the identification of the problem or problems at hand. In a polite and concerned manner, probe the customer to get more information about the seemingly unappealing situation. Does the problem involve certain members of the staff or does it focus on a feature of a particular product?

The more details that you can squeeze out from the customer, the better you can understand his or her perspective. You will begin to understand why the customer acts in this manner. Leveling to where the person is at can allow you to simmer down your emotions as well. Furthermore, it prevents you from jumping into conclusions.

4. APOLOGIZE IMMEDIATELY

A sincere apology acts a first aid to mend the situation. After hearing out his or her entire side of the story, apologize without blaming any employee or department. The heat of a situation is typically diffused when the customer senses that you are genuinely sorry for indirectly or directly causing the unpleasant experience.

For instance, you are a hostess at a large-chain restaurant. A hungry customer complains for waiting in line for more than an hour. You may say something along the lines of: “I apologize for the long queue. We are working as fast as possible to get you a table. We really appreciate your patience and willingness to wait. Until your table is perfectly ready, may I interest you to have a drink at the bar.” Saying this demonstrates that you understand the weight of the customer’s frustration and are working on a dedicated solution.

5. KILL THEM WITH KINDNESS

Every business establishment (regardless of its offline or online nature) should come up with a contingency plan for customer complaints. One of the simplest solutions is giving a sincere apology followed by a thank you note. What is the note for?

As the hit song from the American singer Selena Gomez goes: “kill ’em with kindness”. Rather than defending the operations side, turn the other cheek. Thank the customers for sharing their stories and raising their concerns. Declare your appreciation for their efforts in taking the time to talk or to write to you about it. Then, work on smoothly arriving at a solution with them. You may provide a form of compensation such as a discounted meal, a free dessert, or a gift certificate for the next visit.

Image Credits: pixabay.com

Image Credits: pixabay.com

Be creative without breaking the bank!

Sources: 1 & 2

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