Handling Customer Complaints

Handling Customer Complaints Complaints are opportunities…not problems! 96 percent of dissatisfied customers never bother to complain Each happy customer will tell at the most six other people Handling Customer Complaints How to Handle Customer Complaints Don’t be defensive Be composed at all times Don’t take criticisms personally Offer an apology even if the disservice is not your fault Show empathy by using such phrases as: “I can understand how you feel”, “I appreciate what you’re saying.” How to Handle Customer Complaints Address customers by name All communication should be in the first person. Use “I am sorry” not the royal we Don’t make excuses or blame others in your organization Give the customer your full attention and establish eye contact Paraphrase their complaint in your own words to determine whether you have correctly understood the situation. How to Handle Customer Complaints If you don’t know the answer to their problem, don’t lie. Do call back when you say you will, even if for some reason, you haven’t been able to obtain a satisfactory answer by then Make the customer part of the solution - not part of the problem How to Handle Customer Complaints Tell them what you can do…not what you can’t do Find out what it will take to turn their dissatisfaction into satisfaction If they agree to that solution, act quickly before they change their mind Follow up And remember: You can never win an argument with a customer Find out what you customers really think Surveys, focus groups, mystery shopping One complaint statistically represents 24 similar ones Test your own service delivery Listen carefully and assume nothing Never assume anything in communications Do not dismiss any of the customers complaint as irrelevant Give value to actual customer experience When all else fails - how to make amends 95% of customers who have a complaint that was handled efficiently and promptly will not only continue to do business but will become even more brand-loyal (Wharton Business School) Product replacements, good will gifts, free of charge services, etc… Good service is Good Business, Catherine Devrye, 2001 Daghang Salamat!