As a societal norm, if you are treated kindly, you are far more likely to respond with kindness, as opposed to self-interest. If you are treated with hostility, you are very likely to match this hostility or worse. Customer support maintenance costs organizations billions of dollars every year. Because of this, it’s crucial that employees are equipped with the skills required to deal with an assortment of different customer service issues. Training your employees on dealing with complaints or disputes is a great way to improve your customer service satisfaction levels.
How to Answer invalid complaints
We know we can establish the validity of a complaint or a service request simply by asking if it is valid or invalid. But because we know that, it is important to equip our support teams with the proper knowledge and tools so they can respond to those service requests appropriately. In my novel, Evergreen, I go into this in great detail and discuss a visual diagnostic which permits you to quickly decide whether the complaint is valid or invalid. Here’s a peek at that visual. Step one with an invalid criticism would be to always respond to an invalid complaint as though it were legitimate.
Too many companies feel they need to give in and give the client something at no cost so as to make them happy, or to diffuse the situation if the criticism is invalid. This model functions for some very big companies with unlimited budget, but it does not work for 99% of the companies out there. Use these techniques and take charge of the circumstance. The trick is to respond to the first request in a way that’s consistent with the request being valid even if it’s, in actuality, overtly invalid.
In brief, always take the high road, at least initially, in an attempt to divert and reframe the client’s state of mind.
Most business owners really don’t enjoy getting complaints. You’ve put a great deal of hard work and effort in your business, then somebody comes along and says that they do not like something about it, it is your baby. Well, the fact is, complaints are in fact opportunities in disguise. They’re opportunities to enhance how you do business, and they’re opportunities to acquire more customers.
The best way to respond to valid complaints
In my view, responding to a legitimate criticism is extremely simple. Make sure that answers always address crucial areas. Here they are. First, apologize. It’s fine to say sorry.
The first step is to just apologize. After that, it is important to keep your mouth shut and just listen. Next, you will tell the customer how you are going to deal with the circumstance. By way of instance, you may tell your supervisor or provide the feedback to individuals who can initiate a change. Then, tell the client how you are going to follow up.
By way of instance, in the event you promised the client a refund by Wednesday, tell them you will call them to make sure they got their money back. Finally, place a date and time on your calendar as to when you are going to follow up. Make this follow up sacred. Managing your client service efforts don’t have to be difficult. Apparently, you can do more, but this common sense approach can be adopted and used in just about any business of any size.
Online complaints are chances. They’re really an opportunity for you to advertise how great your business is. In just about any role in a business, you will find opportunities to have contact with clients, even when you don’t work in customer services. To help you understand customer complaints, consider this case. Picture yourself in an unknown city. You are driving down the road searching for an address you’re looking for. Suddenly, off to the side, you see someone waving their hands and crying, you are going the wrong way! This is a one-way road! Now, imagine how ridiculous it would be if you yelled to this individual, leave me alone, I know what I am doing! You would not do that, obviously, you would be appreciative, perhaps a little embarrassed, and you would correct the situation as fast as you could.