A complaint or grievance mishandled could not only mean a customer less, but also a customer who has their bad experience to other consumers; while a well-managed complaint or grievance could mean an opportunity to know what we are failing or can improve, and to strengthen our relationship with the customer making him feel useful and going beyond their expectations.
This article will show you step by step how to handle customer complaints or claims so that you avoid that these become a problem and rather the opportunity to become.
1. Tackle the problem quickly
Before a dispute with the customer first thing to do is face the problem and deal with the complaint or grievance as soon as possible.
If a customer comes to you with a complaint or seeking claim to stop what you’re doing and atiendelo, if you send a complaint or grievance by mail, do not miss much time to respond to it even when you have a solution for the problem, and if you’ve made a mistake, do not expect the client to do what you know, but anticipate how your complaint or grievance, and approach or contact.
Addressing the problem quickly show the client will let your interest to help him, and so appease, and this can prevent angry over having to wait for treatment, and so the situation is getting worse.
2. Listen carefully
Once you have tackled the problem quickly, listen carefully to the client express your complaint or grievance without interrupting or cut.
Listen carefully to the client without interrupting or cut until the end to express your complaint or grievance, not only will allow you to fully understand the problem, but also know what you are failing or you can improve, and above all demonstrate your interest in your situation and help you, and well appease.
But if you are distracted looking away or interrupt or short before the end of manifesting your complaint or grievance, not only do not understand the problem well, but you’ll do well angrier as they see that you’re not paying attention.
3. Sample approval
Once you have listened carefully to the client express your complaint or grievance, it shows approval for what you just said.
Avoid making gestures of annoyance or disapproval even when you consider that there is right and stick to nod and ask questions that, besides allowing you to make sure you’ve understood the problem, you would demonstrate your interest in the case and help and comfort him well.
Show approval will allow you to let the customer know that you understand the reason for your complaint or grievance and that you consider valid; however, keep in mind that all complaints or claims will not always be valid, and sometimes you will kindly let you know that this time is right.
Once you have shown approval for the complaint or claim you said the client, offer the appropriate apologies.
To offer apologies customer you could use phrases like “Please excuse us,” or “I appreciate that we have expressed their complaint,” and then, if necessary, give a brief excuse for what happened and promise to never happen again.
Apologize lets let the customer know that you accept your mistake and you’re sorry; However, note that if the problem is just a misunderstanding, simply to give him explanations of the case.
5. Communicate how you are going to solve the problem
Once you’ve apologized, customer Communicate immediate steps you will take to fix the problem.
For example, if your complaint was by a defective product, you could tell him you’re going to change a new one or will you return your money, if it was for a work or service for which he was not satisfied, you could tell that you’re going to re-do, and whether it was a bad attention from one of your employees, you could say that you will do the necessary investigations.
If the customer is displayed dissatisfied with your proposed solution, you could choose to ask how he wants revolvers the problem, and if you ask for another solution, try as far as possible satisfy and accept what you ask.
6. Solve the problem
Once the customer has communicated the immediate steps you will take to fix the problem, it is necessary to make them effective.
For example, comes to changing a product, refund your money, to give again work or service, or to internal investigations on a worker who allegedly treated him badly (eg, consulting with his superiors, investigating whether there have been others before complaints about him, putting greater oversight, etc.).
In case involved a problem that take time to resolve, you may choose to tell the customer that you have already started the necessary steps to resolve it and you’ll be communicating with him as soon as you can.
7. It offers “something else”
Once you’ve solved the problem, offer “something more” customer as compensation for their lost time and for any inconvenience it may have had.
For example, if your complaint was by a defective product, once you have changed with a new one, you could choose to give a coupon for their next purchase, or if your complaint was for work or service for which no he was satisfied, once you’ve done it again, you could choose not to bill and also offer you a job or additional service charge.
Offer “something more” will allow you to go beyond customer expectations, which most likely will remember your behavior more than the original problem and also a good impression of you more than you take it might have been if there had not been any complications.
8. Follow up
Finally, once you’ve offered “something more” customer, let him follow his case to make sure that this time has been satisfied and that the problem does not happen again.
For example, if your complaint was by a defective product, once you have changed a new one and we have offered not to bill, call the phone to ask if this time has itself been satisfied, or if the complaint was due to poor attention, once you’ve made sure it’s well attended and have offered compensation for the bad times past, put more control your employees to make sure they do not return to make the same mistake.
Track lets make sure the problem is resolved and not happen again, continue to demonstrate your interest in the client, and have the opportunity to maintain communication with him, and so, for example, to offer new products or services they could be of interest.
Tips for better handling complaints or claims
In addition to the steps that you just presented, the following are some tips that will also help you handle customer complaints or claims:
Stay claim: the rule for handling complaints or claims is to remain calm at all times. Before a complaint or grievance should be aware that you are in a difficult situation, but before worrying about losing the customer, making the situation as an opportunity to know what you are failing and loyalty.
It acts quickly: Another important in handling complaints or grievances requirement is to act quickly. The less time you have to wait for a customer to your complaint or grievance be addressed and resolved, the more likely you are to soothe and satisfy; but the longer the time you have to wait, the greater your anger.
Displays attitude: in handling complaints or grievances that really matters is attitude. An angry customer unless and until forgive a mistake if you see that attitude has served him with, if you see that one has endeavored to solve your problem, even if for some reason this came not solved.
Delegated authority: for better and quicker attention to complaints or claims, delegate enough authority to your employees so that they themselves are able to address these, and so do not have to be sending customers to other workers or other areas, or They are consulting with his superiors how to proceed.
Be careful with social networks: Finally, be careful with the claims or complaints that customers posted on social networks, as today with the popularization of these, a complaint or claim not answered on time or poorly answered, could quickly become the knowledge of a lot of consumers.