))
How to Deal with Customer Complaints 101
Manage episode 340706760 series 2807438
内容由LIP Service and LIP Service for Contractors提供。所有播客内容（包括剧集、图形和播客描述）均由 LIP Service and LIP Service for Contractors 或其播客平台合作伙伴直接上传和提供。如果您认为有人在未经您许可的情况下使用您的受版权保护的作品，您可以按照此处概述的流程进行操作https://zh.player.fm/legal。
Welcome to another episode of Lip Service for Contractors. Customers can sometimes be wrong and sometimes right, regardless, customer complaints are a nightmare for any business. This is why we bring you this 101 guide to teach you exactly how to deal with customer complaints.
Handling Customer Complaints Over the Phone
Think about the customer journey and know why a customer is upset. They’re not upset at you as the customer representative. Instead, they’re upset about the situation.
When you get a complaint call, the first key is not to take it personally. They need a solution to their problem, so the best thing to do is to listen. They want to be heard and understood. Do not interrupt them because then, the situation escalates. Be present, be in the moment, ask great questions, and don’t jump to conclusions.
Is the customer always right?
This is a debatable question. The truth is, the customer isn’t always right. Sometimes, they make unreasonable complaints. It’s wrong to say that customers are always right, but there’s a better way around it. But when they’re wrong, it’s part of your task to turn them right. That’s why it’s critical to listen, care, and reassure.
Lack of Training
Today, we don’t only have customers who think they’re always right, but we’re also up with employees who lack the right training and often don’t know what to do. It’s a bad cycle that businesses have to break. Employees should have the tools and training to equip themselves with how to deal with difficult calls.
Pick your battles
Another good way of handling customer complaints and keeping them from escalating is to learn to pick your battles. You don’t need to win every time because the customer might leave your store and make nasty comments and reviews online. Bad reps can cause you the business.
Check out these steps towards a better call experience.
First, pause, and don’t let the angry caller affect you. Acknowledge and validate their concern. Positivity is contagious, so make it a goal to maintain your positivity.
Second, the listening principle can change your upset customer. It’s essential to read the situation and hear their story.
Third, show personal interest and care about their concern.
Responding to complaints means that you show up, listen, and reassure them. This is how you create value. Some even go beyond and extend their services beyond office hours.
Resources Mentioned:
68集单集
分享
