Updated: May 18
Sometimes even the smartest of brands has to face tough situations with customers. When a customer contacts your company to file a complaint, it is absolutely essential that your agents are trained to handle the situation in a way that calms and satisfies the customer. Here are six steps to resolving a customer's problem and restoring their confidence in the process.
As a call center representative or manager, you will likely receive an angry phone call at least once a day. He might be an angry caller complaining about a bill. Or even an angry caller getting frustrated about call times (with 75% of customers thinking call waiting times are too long, this is probably a normal issue). Whatever the reason is, it can be a frustrating experience all around.
Listen to the customer and assess the situation
If a customer makes connections on a real-time channel such as a voice or live chat, the agent should allow them to explain the problem before apologizing and offering a solution. This shows respect for the customer and allows them to explain relevant details that will help the agent find a solution. On asynchronous channels such as Facebook or email, agents must carefully assess the situation and determine if it is necessary to contact other employees before responding. For example, a missed delivery may require a delivery company or sales department to be reached before a solution can be offered.
Take responsibility for this issue
Customer’s value honesty, so taking responsibility for the problem is the first step toward restoring trust. Agents must show empathy and promise to provide the best solutions in a timely manner. Training agents to develop their interpersonal skills is important for such a situation, because using appropriate language and showing true respect are critical to communicating in the way that the customer values.
Reassure the customer by describing the solution
Once the agent determines the best course of action, he must describe it in detail to the client. To further empower the customer, offer options whenever possible. For example, a customer who contacts a defective product may be offered a repair or a replacement, depending on his preference.
Keep your promise
Once the solution is agreed upon, get down to business right away. Don't waste any more of the customer's time, and be sure to tell them when they expect the issue to be fully resolved. As a gesture, go the extra mile by giving the customer a special feature, like free express shipping or loyalty points.
Follow up on time
In case of any problems of any kind in providing the solution, inform the customer immediately. Regardless, it is essential to follow up with the customer on their preferred channel of communication and ask if they are satisfied with your company's efforts. You can also ask him to respond to a survey to help your brand determine how it can improve its practices.
Make an effort to solve problems in the company
Any kind of customer concerns should be discussed with the company as a whole. Executives may decide that customer service strategies or even product design should be addressed, while agents in both sales and customer service departments may work together to find better ways to connect with customers emotionally and provide simpler service. A customer problem doesn't have to lead to attrition. If your company is willing to approach each issue strategically without losing the human touch, any frustrated customer will consider giving your brand another chance to make things right.
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