Providing excellent customer service can be very rewarding, not only for the customer but also for the service representative who provides it. It is the human touch that allows us to build relationships with our customers, and it is these relationships that may be jeopardized if we are not fully aware and try to meet the needs of our customers.
In a perfect world, the phone rings, you answer with a smile on your face, and the person at the other end welcomes you as if you are old friends. You are able to help the client to meet all their needs and when you hang up you feel happy and ready for the next call. Although this is an optimistic goal, let's be honest. It does not happen that way all the time. Many times you pick up the phone with that smile on your face only to spin it in a frown that the person on the other end expressed their discontent with someone or something you have no control. It's hard to get a word in edgewise and all the time you think, "This is not my fault." While the customer can understand that it is not your fault, they react to the fact that their needs aren 't reached.
they speak softly and choose their words carefully or fly of the handle and scream, you should not be expected to take the person abuse. It is important to stay calm and listen. By remaining calm and remembering not to take anything personally, you keep a cool head and be able to think more clearly. Once the customer has explained the problem, acknowledge their frustration. It may be appropriate for you to apologize for their inconvenience, allowing them to realize that you are on their side and want to help. By validating their concern, you'll be on your way to come up with a solution that best suits the customer. Make sure you get all the facts about the problem and propose a solution. Once this process has come full circle and the problem was solved, it's always nice to follow a few days later. It builds trust and shows the customer that their business is valued.
You will not always make all your customers happy. When you have a less positive experience, take time to recover from the phone call. It may be useful to take a walk, have a cup of coffee, or talking to a colleague or supervisor. Make sure you're ready to put that smile on your face before taking another call
Here are some articles that are worth reading when it comes to dealing with complaints from your customers.
How to handle customer complaints
golden rules for handling complaints
15 Tips for handling customer complaints with success
do you have any tips to share how you handle customer complaints?
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