Tag: Complaint Handling

4 Better Ways to Handle Consumer Complaints

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If you WOW a customer at the Moment of Truth, the average customer will walk away and tell 5 people about the experience.

If you fail to meet the customer’s expectations at the Moment of Truth, customers are very likely to tell 11 people about the problem they had with your company.

If you drop the ball with customers at the Moment of Truth but rebound with a quick customer recovery, research shows that the customer will tell up to 17 people about your service recovery.

Did you get that? Customers will tell 5 people if you WOW them, BUT if there’s a problem and you quickly fix it, they will tell more than 3 times as many people as they would if no problem had occurred at all.

One of the fastest and easiest ways to grow your bottom line is to equip your front-line employees with skills to respond to complaints and problems in such a way that they completely regain goodwill and restore the customer’s confidence.

Read on to find out exactly how to do this.

26 little ideas to help you be nicer to unhappy or complaining customers

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Here are 26 ideas you can print off and share with your customer service employees. Or, you could share these ideas in a quick 3-minute training.

 

The ABC’s of Customer Recovery

Act as if every lost customer’s value to the company comes out of your paycheck.

Believe the best of customers. Don’t make the mistake of assuming most customers are out to simply get something for nothing. The truth is, less than 1% of customers contact companies with ulterior motives in mind.

Communicate with diplomacy and tact when your final answer is “no” and when explaining company policy.

Don’t tell a customer she is wrong. Telling a customer they are wrong never makes them want to agree with you. It only pushes them more forcefully into their original position.

Empathize with unhappy customers and allow this empathy to season your responses.

Find a way to say “yes” to customers. Instead of saying “no” or telling the customer what you can’t do, think critically about what you actually can do.

Give a token item such a coupon as a concrete form of apology.

Have a sense of urgency. Demonstrate with your words and speed of response that getting to the bottom of the problem is just as important to you as it is to your customer.

Involve customers in the problem resolution process. Sometimes it’s very helpful to simply ask, “How do you see us resolving this?”

Jot down the customer’s name and details of the problem they are describing so you don’t have to ask the customer to repeat information.

Keep customers apprised of your timetable and progress toward resolving their problems.

Listen with the intent to truly understand your customer, not with the intent to interrupt, reply, or correct.