Customer Service Complaint Resolution Skills
Customer Service Complaint Resolution Skills
Every day, there are complaints. A customer complaining is almost always for a valid reason. They have probably made a purchase that didn’t meet their expectations, either in terms of a product or service. We cannot ignore complaints in the customer service industry. To ensure happy customers, we must listen to and resolve customer complaints.
What is a Customer Complaint?
Customer complaints are feedback from customers that points out issues with your products or services. These complaints can be used by your company to improve its internal processes and provide a better customer experience.
Customers complaining are often an indication that something is not right. Sometimes, customers have unreasonable expectations and incorrect assumptions. Sometimes, the disconnect is caused by a company’s wrongdoing.
Customer complaints can be customer feedback that customers have about your business. They are when they feel their expectations were not met. They can be a chance to save customer relationships and improve if handled with empathy and care.
Here are some common customer complaints that your service team might encounter.
1. Long Wait on Hold
Two problems could be at play if there are long hold times. It could be a sign that customer demand is too high for customer service staff. You should hire more representatives to support your call center’s needs. Your reps should apologize for the wait and make every effort to resolve the call as soon as possible.
2. Poor Customer Service
Poor customer service is when customer service representatives don’t have the right training, leave customers waiting, and fail to resolve problems. It can be very frustrating to see reps trying to resolve your problem but leaving you with a simple question or no solution.
3. Uninterested Service Rep
Some customers won’t get along well with customer service representatives, regardless of their personality or tone. Some customers believe that a rep is not interested in their case because they fail to respond to their needs. No matter who the culprit is, when reps fail to show interest in their cases, it can affect your company’s reputation.
There is nothing worse than a customer calling and asking for help, but not being able to get in touch with them or sending emails. Even if you have already received payment, this can drive people insane.
The key to great customer service is the resolution of customer complaints. This is how you receive negative feedback, investigate the cause, and resolve the issue while communicating with the customer in a way that makes them feel valued.
Customer Complaint Resolution Skills
Although it is not something that anyone likes, dealing with customer complaints can be an opportunity for your business and you to shine. Not only will it keep your customers happy but also prevents you from being sued, investigated, and other negative publicity.
Trust is built when you feel confident in your ability to solve a customer’s problem. You can raise doubts in the mind of customers if you seem unsure about your answers. You should be confident in what you know, and how you can find the correct information even if you don’t know the answer. Although you don’t have to know everything about your customers, they expect you to be able to solve their problems.
Allow the customer to let off steam. Use phrases like “Hmm,” I see,” and “Tell us more.” When the customer is able to vent and you don’t react, he/she will calm down. Before the customer can hear you or any other solution, he or she must be in a calm state of mind.
Recognise their frustrations
It is the best thing you can do for a customer who is unhappy. Empathy is a key skill in customer service. Recognising their frustration and validating it helps them feel valued and heard.
Attention means paying attention to the customer, making eye contact, listening, and following up on the conversation. This does not mean that you should look elsewhere or focus on another thing, but only hear a portion of the customer’s words.
Please be kind and apologise
Even if your fault was not theirs, it is important to be able and willing to apologize. Nobody likes to be inconvenienced. It’s almost like responding to a negative review.
After listening to the customer’s complaint, and the individual has calmed down, it is your turn to get the facts. This is the right time to calmly ask questions and get clarification. Begin a conversation with your customer. You will gain trust by being kind, understanding, listening, acknowledging, and apologizing.
Some customers will take your solution immediately. Some customers will need to be talked to before they accept your solution. These situations require persuasion. Although you don’t always need to be persuasive with customers, it is a good idea to have customer service skills in your bag in case you do.
Place Yourself in Their Shoes
You would want someone to listen if you were having a problem. Disinterestedness or trying to argue back will only make the situation worse.
Quickly respond to customers
A quick response is essential when dealing with unhappy customers. It is best to resolve complaints as soon as possible.
Your ultimate goal is to make the call as pleasant as possible and leave the customer feeling satisfied. As per your company policy, you can offer them a voucher or a refund. To evoke their control, offer them two to three possible resolutions.
Being compassionate will inspire someone to respond quickly to unhappy customers. This is excellent quality for anyone who deals with social media complaints. Customers who complain don’t like being on hold or worse, being transferred from one person to another. A customer who is already upset will become angrier the longer they wait.
Keep track of common customer complaints
You can improve customer service by creating a system to track all tickets received so that you can identify trends in customer feedback.
A few simple skills will help you resolve customer complaints with grace, confidence, and ease. You can protect your reputation and make “haters” loyal fans.
One of the best ways to improve your business is by listening to customers. This gives you a direct view of your customers’ feelings. It’s important to remember that customers care less about the circumstances of their first complaint than they do how a company addresses it. Customers aren’t complaining to make you look bad, they just want you to offer a solution. If you do it right, you can make a negative situation into a positive one.