When it comes to dealing with customers an interesting observation arises. Surprisingly when customers express their dissatisfaction a significant portion of them still choose to continue doing business with you. Research suggests that if handled skillfully complaints can actually strengthen customer loyalty. This highlights the importance of resolving complaints in order to build trust and loyalty. In this article we will delve into the art of handling customer complaints with finesse and transforming them into opportunities, for growth.
I. Understanding Customer Complaints;
At its core a customer complaint indicates a disconnection between your business and its customers. This occurs when expectations are not met due to errors or breakdowns in communication. The reasons behind the discontent can vary from misleading marketing to shortcomings in products/services or even external factors beyond control.
II. The Process of Resolving Complaints;
Addressing customer complaints requires an understanding of their causes. Although it may seem challenging it is essential to uncover the sources of friction. Asking questions both to the customer and yourself can provide insights into the underlying issues.
Customer Focused Questions;
- “Could you give me an example?”
- “Can you provide details, about that point?””What do you mean by that?” I often ask myself these self reflection questions;
- “What information do I need?”
- “What assumptions am I making?”
- “Why is this complaint significant?”
When a resolution goes beyond my capabilities it’s important to involve an authority or specialist. Assuring the customer that their concern is being directed to the person shows our commitment, to their satisfaction.
To handle negativity we can embrace the ABC approach, which stands for ‘Always Be Curious.’ This allows us to turn interactions into learning experiences. By being curious we can empathize with customers. Address the root of the issue of making premature judgments.
Preparing for objections in advance gives us confidence when dealing with interactions. It ensures a support experience across our team. Builds customer trust in our brand.
Understanding that not every customer will be completely satisfied all the time is essential. Negative feedback actually provides insights, for improvement. When we view feedback objectively than taking it we can refine our business processes and enhance overall customer satisfaction.
Our team can help you and your business grow with one of our courses or training sessions. To learn more about getting a tailored training session for your team contact us for more information.
David Alssema is a Body Language Expert and Motivational Speaker. As a performer in the personal development industry in Australia he has introduced and created new ways to inspire, motivate and develop individuals.
David Alssema started his training career with companies such as Telstra and Optus Communications, and then developed Neuro-Linguistic Programming (NLP) within workplace training as principal of Paramount Training & Development.
As an author/media consultant on body language and professional development David has influenced workplaces across Australia. He contributes to Media such as The West Australian, ABC Radio, Australian Magazines and other Australia Media Sources.