customer complaints do sometimes comes to the point that even the most experienced customer service representatives and team leaders crawl back into their shells. Aggressive clients are like lions. Well with this tutorial it is time to get hold of the whip and had to tame the lions.
The lion tamer metaphor is particularly applicable to your position as a customer service representative. Don't get yourself startled or surprised by the lions, as if being thrown into an arena, or you stay steadfast and proud as a lion tamer ?
In addition, the question of whether any complaint - from the level of vehemency with which it is brought -gave damage to your business or not. What if the such scenarios serve as an opportunity to improve your product or service?
Complaints from customers like yours can turn to praise . But you must have the whip and the courage of a lion tamer needed for.
Customer complaints are feedback
Customer feedback is invaluable and when customers complain, see it as a feedback without much ado. Don;t see complaints as a threat, you can decide to let your customers know that you are just grateful that they took the time to provide feedback.
Generally customers would not give quick feedback on a product or service. Comments are often given only if customers are dissatisfied. In addition, customer complaints are often voiced on social media or other channels and not directly to you as a business.
Remember also not that many people do not bother to register a complaint and remain silent. For every complaint you can assume that there are at least 20 customers with the same problem.
When you receive a complaint, you find out where your product or service is still lacking. It is a free source of information and provides insight from the perspective of the customer.
Customer complaints are next to a tough a chance; an opportunity to learn more about your business and find out your target audience.
If you're not convinced, think about the following:
Solve a problem for the benefit of the customer and the risk still want to continue doing business is higher than 70%.
95% of customers give you a second chance if you resolve their complaint in a timely and successful manner.
To listen to and resolve complaints from customers is not something to fear , but to embrace . Be a fearless lion tamer and change complaints to compliments with the following points.
Do not show that you're afraid
One of the first work experience of many people; a job as a customer service agent in a call center. It is in most cases the shortest work experience on the resume.
The turnover of staff in customer service is very high. Not everyone is suited for a position as a customer service representative. In addition, new employees are often barely trained. They have been thrown to the lions in their first week.
A natural reaction is, when you are confronted with a difficult situation where you can not cope with it is to flee . No effort is made to reassure the customer and find a solution.
If you want to handle complaints from customers and convert them to compliments , it is important that you are not put off by the angry customers.
Growing confidence
For confidence building, you can do this by solving problems as much as possible and responding promptly to complaints of great importance.
Customers prefer to see an immediate solution to the problem. This is not always possible. What you want to do in this case, is to customer informed of the current status.
For the problem to be tackled the right way, it is also important to ensure that there is no miscommunication. Especially when you communicate with clients by phone.
Explain to the customer why the problem arose and thank him or her for giving feedback.
Take the time to identify the problem of the complaint. Identifying and analyzing problems is one of the essential customer service skills . Ask yourself the following questions:
When did the problem?
The problem happened before?
More people suffer from the problem or is it just this customer?
Other customers have already experienced this problem?
Based on the answers to these questions, you know where to look for the solution to the problem.
Encouragement
A customer who comes to make a complaint should not be dismissed. These encourages the customers. Why won't you cherish customers who complain as they are indirectly helping your business?
These customers have a complaint because they had high expectations for your product or service and these expectations are not met. They have taken the time to communicate these expectations to you.
Thank the customer for making contact. Even if you are on the right, you want to emphasize that you're glad for that customer feedback.
Depending on the situation you want to reward customers for giving feedback. To give some examples, a discount, a gift or a new product. This costs money. The cost of acquiring a new customer are several times higher than retaining a customer.
When properly resolve customer complaints, customers will not only give a second chance. They will quickly recommend your brand to friends and family. by Word-of-mouth, in the era of e-mail and social media, these are more powerful than we ever can imagine.
Do not be afraid of customer complaints
No matter how good your product is, and how much attention you pay to the customer; you will come come in contact with an irated customers. Therefore you should be able to tame the lion.
Don't get let yourself get overwhelm and petrified, you want to hold the reins. Only then is it possible to understand the customer and find a solution.
When you see every complaint as an opportunity for you to improve product or service and show that you care about the customer, it may just happen that a complaint ends with a compliment.
Posted on Utopian.io - Rewarding Open Source Contributors