A good salesperson realizes the importance of effective communication in order to make a sale and satisfy customer complaints. Various customers have different attitudes, needs and negotiation styles. Some customers are more demanding verbally, while others might be more introverted. Just as a good salesman relies on effective communication and understanding customer needs to make a successful sale, similarly, a good customer relations representative needs understanding and effective communication skills to solve a customer complaint.
While a few customer complaints might be deemed outrageous, an organization cannot afford ignoring the customer complaints and needs to ensure that most of those are resolved amicably. Here are 5 key rules that will help you deal with customer complaints better.
A Timely Response
In a world, where even celebrities would respond to a tweet by a fan on twitter, the customers expect the businesses to quickly respond to customer queries. While the actual turnaround time for most complaints might take a few days, it is important to acknowledge that the complaint has been received and the expected time in which it would be solved. While an automated response traditionally served the purpose, it should usually be followed up by a personal response within the first 24 hours of receipt of complaint.
Take a moment to fully understand the Query
Businesses should not expect the customers to be fully articulate in their complaints. A customer facing a problem is usually distraught and frustrated and maybe emotional. It is the job of the customer service representatives and complaint resolution staff to understand the problem of the customer. The business should provide proper training to its staff so they are able to understand the nature of the complaint. If there are any ambiguities, it is best to talk to the customer and ask.
Give Concise Responses
Customers and customer care representatives both need to remember that while putting forward and dealing with queries, you have got to be clear and to the point. The responses must be short, crisp and easily understandable. Responses shouldn’t be to too elaborate as the average attention span of an online user isn’t that long. Furthermore, customer service staff must also remember that responses shouldn’t appear digitally generated but should be personalized.
Receptive well-mannered customer care staff goes a long way in ensuring customer satisfaction. Always remember to greet and thank your customers properly. Live Chat Support on websites is essentially a way through which real-time help can be provided to visitors on the website. This is a relatively easier way of providing good quality online customer support. Live chat agents greet web visitors 24/7 and initiate a conversation in an attempt to solve their queries, which is exactly what you need.
Go the Extra Mile
Another thing that customer service providers can do is to get contact details like telephone, email address etc to keep in touch with their customers and use it in case the query is too complicated. Some of the most loyal customers are those who have faced a problem and felt that the company looked after their interests. Companies should create a culture where the employees are not scared to go an extra mile for a customer and making them feel that the company is genuinely out there to serve them.
There are situations in every business where things don’t go according to the expectations of the customer. However, these five key rules will definitely help a business as it deals with potential queries and complains.