Customer complaints - what to do? Harmful tips and helpful conclusions.

Bright sunny morning. You just came to the office. The invigorating smell of morning coffee spreads to all cabinets. Soul sings! And here is the first phone call. Do these thankful customers congratulate you on the upcoming holidays? Not? Do claims? You open corporate mail. A few letters. All with congratulations? No again ?! Again claims?

For those who communicate directly with consumers of goods or services of their company, all this, unfortunately, becomes an unpleasant routine. But clients do not always express indignation correctly! For the most part, they bring their emotions to the heads of the staff, completely disregarding the rules of ethics.

And by the end of the working day you are already sitting, having pressed into your chair, and, like a mantra, you repeat: “I love my work ... The client is always right ...” What to do? Throw everything and engage the lighthouse keeper closer to the uninhabited islands? Could be so. However, there is a better way out.

But first things first. To begin with, what should not be done - with "bad advice".

It was in your contract.

Often, customer dissatisfaction is completely groundless, and its reason is only in the lack of understanding of the terms of the contract. Nevertheless, a reference to the contract, perhaps, will give you the opportunity to win the first round in the dialogue, but will never allow you to win a real victory.

We do not read contracts. The small letters of this document are the worst way to transmit information in the entire universe. Comparable unless with the letter "pitchfork on water".

For experienced A specialist is not news. And when a client applies, for example, with a complaint that he began to receive much less income from his contribution, he always knows which clause of the contract can be recalled. The one where the possibility of lowering the interest rate. Or the one where the limit on the number of extensions is specified.

But good a specialist will never do that. Because, pointing out to the client his carelessness, he is very likely to lose it. And not only him, but also those to whom he paints how the bank offends his depositors (word of mouth knows no mercy).

And you like good a specialist, in such a situation, should not be tempted to quickly “put the client in place”, referring to the unread points of the contract. And they should find an opportunity to offer him to conclude a new contract that more fully meets his requirements.

This is a management decision.

This excuse is also not conducive to resolving the conflict. It only redirects the disturbance to a higher level — to your immediate supervisor. He will probably settle everything, but after that he will hardly be sincerely grateful to you for the opportunity to communicate with an angry client.

Therefore, even if the decision does not depend on you, take a hit on yourself. Thanking the person for the appeal and apologizing to him for the delay, ask him to wait for your callback (letter). And already ask questions to the administration.

Then the manager will be satisfied, and the client who has addressed to you will not consider that he is sent “by the instances”.

Information is on the company website

Oh, how often to hear this phrase. Partly spoken with pride, partly with mockery. At such moments, one involuntarily recalls dropped by Bill Gates: "Soon there will be only two types of companies on the market - those who are online and those who went bankrupt." And you think - no, there will be a third type: those who went bankrupt due to the constant links to their "representation" in the network.

The scenario is usually as follows:

Customer: Hello! Is it an ABC network? For forty minutes I can not get through to your branch "G".
Manager "ABC": Good day! In "G", most likely, a break. Please specify on our site. All the best.

Politely, you can not argue. But, contrary to the "please" and good wishes, the client in this situation still feels "kicked". And it is hardly eager to start (or continue) cooperation with the ABC network.

But after all it is possible and so:

Customer: Hello! Is it an ABC network? For forty minutes I can not get through to your branch "G".
Manager "ABC": Good day! Sorry for the inconvenience. In our branch "G" such long breaks. I do not constantly call them myself. How can I help you?

With this development of the dialogue, the caller will know: the company is on his side and is concerned about his problem.

And if you, as this manager, attentively listen to all the claims of the person who applied to you, express to him your sympathy and support, he will be grateful for your understanding. And not only will he remain your client, but he will recommend you to his friends and acquaintances.

To blame the firm "D"

The traditional (they probably heard, and maybe they themselves said more than once) “suppliers have let us down” - this is another version of “patching out” a client. With simultaneous shifting of responsibility. This time on their partners.

The dress went along the seam, because the threads are bad; but we have stitched very firmly. The internet does not work because the cable is damaged. We buried the cable well, but the quality of the cable itself is no longer with us.

But, understand, the client is not interested in your relationship with suppliers. And he absolutely does not want to be involved in your business. The company's problems are in any case the result of a wrong choice made by its management. The choice of strategy or partners is not important. The only important thing is that all of this for the client should remain behind the scenes.

So do not give him extra information. Apologize and correct your mistake. At your expense.

Silent means consent! Or neglect?

According to the portal, 72% of customers wait for an hour to answer their complaint from a corporate twitter account. And, without waiting, they must share their indignation: 29% - with friends, 15% - in social networks. Moreover, 24% of the clients, offended by the silence of the company, can completely abandon its services.

Each of us has our own “black list” of companies where we will never turn again. And quite often the reason for this is their slow response (or lack thereof) to our claims.

Therefore, it is necessary to try even to find the answer even to the most "evil" complaint. Let not in essence. Let it be for the time being only an apology and a message about the beginning of the consideration of the issue. Above all, you must have time to meet the very "golden" hour.

Useful conclusions

Let's sum up. How do right behave when faced with complaints? Often unfair!

  1. When contacting by mail or in social networks, respond quickly. Don't make the writer wait.
  2. With a personal contact, listen to the client, show him that you "do care." Sometimes this alone is enough so that he, “firing off steam,” realizes that he himself is wrong.
  3. Always restrain the desire to "give change": do not respond with a grudge to the insult. In this situation, you are not the cause of this person’s misfortunes. His indignation is not addressed to you personally and is not intended to hurt you.
  4. Stand on his position. Show the client that you understand the reason for his indignation.
  5. Sorry.
  6. Support the person. Suggest suitable solutions to the problem. Even if the concessions, in your opinion, are excessive, the main thing is not momentary gain, but long-term relations.
  7. Keep your promises.

Study, study and study

Developed capitalists have long understood: the personnel directly interacting with customers is the face of the company. And if “the theater begins with a hanger”, then the company begins with “contact personnel”. It is on these employees that not only relationships with clients that have contacted the company depend, but also its image, reputation, and, consequently, market prospects.

Therefore, in the West, any self-respecting company spares no funds for the training of such specialists, for the organization of trainings and conflict-free communication courses. After all, the contact staff is practically "on the front line", it can withstand enormous psychological stress.

We are not so or not so. We don’t always have to search on our own for information that helps to build communication with irritated customers and not fall victim to chronic stress.

But such information is necessary. After all, what a pleasure, after successfully completing the next monstrously difficult conversation, say to yourself: "I love my work! And I can do it well!"

Watch the video: A Plane Lost Its Floor But the Captain Saved the Day (April 2020).


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