At some point, every business has to deal with an upset customer. The challenge is to handle the situation in a way that leaves the customer thinking you operate a great company. Unhappy customers are bad news for any organization, and it only takes one of them to steer many more prospective customers away from you.
Unhappy clients/customers have their reasons. Some have unrealistic expectations, some don’t feel well about your product and services, and others may just have awful dispositions. However, we must have potential Virtual Staff who can listen to our customers concern very carefully and provide them the legitimate solutions on the spot.
Whatever the cause, unhappy customers are still our guests and our hope for future business, and we want them happy again in order to take our business to the next level. The customer may not always be right, but he or she will always be the customer we want. So, we need to take control of customer complaints in a significant manner and turn them to our potential customers. If you are short of time, then you don’t need to worry about it and our proficient Virtual Staff will help you make your customers happy by listening to their concerns about your products and services.
Here are 7 steps that our Virtual Staff use for resolving customer complaints.
- Listen Intently: Our assistants listen to the customer, and do not interrupt them. They need to tell their story and feel that they have been heard properly.
- Thank Them: Thank the customer for bringing the issue to your attention regarding your products or services. You can’t resolve something you aren’t entirely aware of, or may be making defective assumptions about.
- Apologize: Sincerely communicate to the customer your apology for the way the situation has made them feel. This is not the time for justifications, preachy reasons, or excuses; you must apologize about your faulty products or services.
- Seek the Best Solution: Determine what the customer is looking for as a solution. Ask them; especially when they perceive your apology and intention is genuinely sincere.
- Reach Agreement: Seek to agree on the solution that will solve the situation to their satisfaction. Your best intentions can miss the mark entirely if you still fail to convey what the customer needs.
- Take Quick Action: They act on the solution with a sense of urgency. Customers will often respond more positively to your focus on assisting them instantly versus than on the solution itself.
- Follow-up: They follow-up to make sure the customer is fully satisfied, especially when you have had to enlist the assistance of others for the solution.