We’ve all been there, a customer is ready to leave your company, and it’s your job to try and stop them.
Not an easy task to say the least, but there is a way to handle it professionally and possibly save the customer as well.
Recognize that your customer has a problem and you are here to deal with it. Your first task is to find out what the problem is. Take notes on what the customer is complaining about, be specific. This does two things. First, it will help you stay focused on the customer, not your rebuttal to their problem. Second, it will help you better work through with customer what is going on point by point. This will give you an opportunity to answer each point that they mentioned.
Talking through the customer’s issue may be difficult. Keep in mind that you are letting them vent and ramble on about things that may not even be a big deal. Taking notes will help you remember these issues. Repeat the notes back to the customer. The customer will often realize most of what they are complaining about is not a big deal.
Empathize with the unhappy customer so that they know you feel their pain. Communicate to them that you would feel the same way if you were in their shoes. Let them know that you understand their frustration. This will signal to them that you are there to solve the problem.
Three ways to offer top notch customer service
1 Be as fast as you can responding to any complaints. This is a crucial point for excellent customer service, respond as soon as you can. Whenever you see the email, or you hear the voicemail, reply that very second. Do not wait, let them know that you care and empathize with their situation.
2 Have the fix for their issue – don’t just say I feel your pain, let them know that you have a solution to their problem. Remember that a problem is a question proposed for a solution. Have the answer, or communicate a plan to come up with the solution, as soon as posable.
3 Listen – When you listen to the customer and hear them out, you get a clearer picture of where they are coming from. This will help you plan what you need to do for them.
Don’t be afraid to hear what is customers think is wrong with your company. It’s in the complaints that you are given the excellent opportunity for change and innovation.
