Large and small companies alike, deal with various kinds of customer complaints at some point during business. It is inevitable to deal with at least one unsatisfied customer, especially if you have a diverse target market. To effectively resolve customers issues, always try to avoid playing the blame game. Focus on the problem and remain professional in dealing with your customer; try to solve the problem in a swift and methodical manner to avoid aggravation.
It is indeed a challenge to resolve customers issues and deal with upset and irate customers. However, you should always handle the situation in a way that makes your customer think that you are running a great company. Solving your customers’ issues is an excellent opportunity for your business to create satisfied customers and even encourage them to advocate your brand to others.
Tips on How to Effectively Resolve Customer’s Issues
- Listen carefully to your customer, let them finish and take note of what they have to say. Never get defensive with or interrupt your customers; they are already upset and reacting in such a way will make them leave and take their business to your competitors. Always remember that the customer is complaining about the product/service – he or she is not attacking you personally! Repeat what you heard to the customer to show that you have listened; take note of the important points that lead to the customers’ frustration. Always keep an open-mind and understand the situation from the customer’s point of view – emphasize!
- Ask questions in a caring and concerned manner and always stay composed. Don’t be hesitant to ask questions when your customer is upset; it’s always better to know the right answers than to jump to conclusions. The more information that you get from your customer the better you will understand his or her frustration. Also, try to stay composed all throughout your conversation with an upset customer. It is quite difficult to maintain composure during highly stressful situations, and you might say something that you will regret later if you give in to your irritation. Once you find yourself becoming irritable, ask the customer if you can call back after you’ve looked into the issue and this will also give yourself time to calm down.
- Apologize to the customer and avoid blaming; put yourself in their shoes. A sincere apology can be felt by the customer and it helps diffuses the situation. Avoid putting the blame on someone else and just tell the customer “I’m sorry to hear about that” or “I appreciate you letting me know about this”. Emphasizing with the customer helps resolve the problem quickly; it is your job to find a solution – not argue! Make the customer feel that you are on his or her side and not against them.
- Communicate regularly with your customers. Avoid keeping your customers in the dark; keep them updated about their issues and what your company is doing to solve it for them. Customers will get irritated if you don’t give them a progress report – stay in touch with them and explain how you are handling the situation.
- If you can’t resolve their issue, then find someone who can. If you’ve tried to resolve a customer’s issue to no avail, then look for someone else who can. Customers always prefer talking to people who can instantly solve their issues for them. Customers become more frustrated when their calls are transferred from one agent to another; it will make them feel that their complaints are not properly handled. Bring in a third party such as a legal adviser if it’s necessary – they can offer a fresh perspective and provide impartial advice. Always remember no matter what industry your business belongs to there is no shortcut to resolving customers issues. It is not impossible to look for an effective solution, especially if you follow these tips and take the time to get to know your customers’ concerns better.