subject: How To Deal With Customers Complaints Effectively & With Confidence Installing Voip Phones Fo [print this page] Customer complaints are inevitable, it would be ideal if all customers were happy all of the time however this is not possible. You cant please all the people all the time you can, however, learn some key skills to help you deal with complaints in a calm and professional manner. The first rule of customer complaint handling is learning to listen. The second is to put yourself in their shoes if you are listening and understanding from an empathetic viewpoint you stand a better chance of connecting with your customer and resolving any outstanding issues. When you put yourself in the customers shoes you may reflect upon a time when you were unhappy with a product or a service provided one of the most annoying aspects of complaining is when the point of contact for the company or business is not listening. Your original complaint can escalate to a new level entirely, possibly resulting in the complete loss of your business.
It is very important to remain calm and not to become defensive the problem can and will be resolved. Let the customer vent their annoyance while remembering that it is not a personal attack and you are there to listen and respond. Extreme rudeness or violence should never be tolerated and any customer acting is this manner should be reminded of this. It is not necessary for employees to be abused under any circumstances. If you find yourself in this situation contact a manager immediately and ask them to deal with the irate customer. In many cases a simple apology will be enough apologise without blame, even if you are aware that a particular problems is caused by one department. The cause of the complaint can be looked at later on.
Finally, after listening, understanding and apologising you should ask the customer how they would like to see the problems resolved. You may be able to respond immediately, if so that is great, inform the customer that you will be able to fulfil their wishes. If you are unable to respond and need to seek advice from your manager or speak to another department reassure the customer that the matter is in safe hands. Tell the customer when you will be contacting them again with the outcome. When a customer complaint is dealt with immediately and to the satisfaction of the customer this can convert a negative situation into a positive. Many times a customer who has had their complaint dealt with in an appropriate manner will go on to recommend your business to their friends.
