Tuesday, December 12th, 2017
For some, this time of year might be regarded as ‘the season to be jolly’, but for others, particularly when things don’t quite to go plan, it can result in frustration directed at a business’s customer services department.
With all that in mind, we set out below some strategies that might prove helpful should any members of your in-house team have to deal with an irate customer over the festive period.
Firstly, it should be remembered that a complainant is almost always angry with the company and not with the operator. That said, verbal abuse directed at your staff should of course not to be tolerated at any time.
One thing guaranteed to tip any customer over the edge is being transferred to another operator and then having to start the entire process again from scratch. If this proves to be unavoidable, it is then essential to make sure all relevant details are passed on to the next operator.
Thereafter, team members should reassure the customer and make it clear that they are there to find a solution. It’s also important for complainants to be given time to vent without interruption. By showing empathy and asking great questions, a more comprehensive picture of their problem will reveal itself. In fact, in many instances this process alone can diffuse even the most difficult discussions.
Having established the facts, it is important to reinforce empathy and communicate a commitment to resolve the matter from the customers’ perspective; e.g. “I can certainly understand your problem, and as such, I would be concerned too, so let’s see what we can do to help.”
Sometimes, particularly in the case of a spurious complaint, it may also be necessary to gently and firmly explain that matters are concluded. If this is not acceptable, then there should always be an option to escalate matters for a second opinion.
Often the customer will know exactly what they want to correct the matter in hand. By way of example, that may take the form of a refund, repair, an apology or a next day delivery, so it’s always best to ask outright when subsequently negotiating some sort of compromise.
In summary, operators should always strive to appear calm, exude patience and empathy and ultimately work with the customer to find a solution to their problem.
Of course, outsourcing part or all of customer care process is something that could really help your business. To find out more about how we can do just that, call mplcontact Sutton Coldfield, Birmingham today on 0800 0186009 or alternatively just click HERE and we will be delighted to hear from you.