The following recommendations do not apply to every situation however with a little creativity they can be adapted for almost any difficulty (Need help applying them? Contact us.)
1. If a complaint surfaces online make sure you communicate clearly that you take the complaint seriously. Have them send you their phone number and resolve it in person or on the phone.
2. If a complaint is lodged via email, schedule a time to talk on the phone. This lowers the possibility of misunderstandings.
3. When resolving issues over the phone, listen carefully. Speak sparingly. Refrain from interrupting.
4. After listening to the complaint pause a moment. Consider the it’s legitimacy. Is your company at fault or did the consumer not pay attention to a piece of information which caused the issue?
5. If the complaint is legitimate, apologize and thank the customer for helping you improve your service. Be sincere and professional.
6. Offer your customer something. It may be a refund or a discount just not a mug with the company logo.
In today’s world the consumer has gained significant power over the producer. One popular case is that of Dave Carroll and United Airlines. Responding promptly and fairly to customer dissatisfaction builds trust and improves consumer-producer relationships. Here at The Walton Group, Inc. we offer employee training in day-to-day customer relations and complaint situations. Contact us and start improving your customer relationships today.
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