Thursday, September 11, 2014

How To Successfully Handle Customer Complaints? Part 2

Handling customer complaints effectively is the key to increase your bottom line!
Hi Everyone. In the 1st part we discussed about some essential strategies to win over an unsatisfied customer including a vital input from Evernote's CEO. You can read the previous article here.
As discussed I am here with the next part. In this I will reveal vital insights about identifying & categorizing different types of complainers to handle customer complaints effectively.
The latest academic publication about handling customer complaints presents a well-built case. It reveals the impact of categorization of complainers through selection of archetypes which most customers fall in. This helps greatly to understand the underlying concerns of the complaining customers.

The different categories of complainers are-

Modest Customers-
They’re generally reluctant to complaining. However, they do warrant a mention. Hence, you may require delving deep into their thought processes via personal interactions to understand what’s wrong exactly.

Aggressive Customers
They’re outspoken & don’t shy from conveying what’s in their mind. The best “response” is to prevent similar aggressive “reaction”. Instead, be humble like, “What else can I help you with?” This shows you’re willing to hear the person out.

The Premium Customers
These are your enterprise customers who are ready to pay premium amount but demand premium support too! No customer likes excuses. And this one just hates hearing any of them! Hence, be careful or you might perhaps lose a credible client!
Persistent Complainers
These kinds will contact you a lot. However, their issues should be given attention which requires patience. And if you’re able to satisfy these customers, they will sing praises of your product or service to others!
The above types are the extremes which you’ll encounter. As a result you’ll be able to respond correctly to any customer thus enhancing your & your brand’s reputation & stellar performance!

Below are some crucial don’t and don’ts to remember!

#Empathize with the customer don’t annoy her!
Consider the phrase, “We are sorry for you facing this problem.” Don’t you think it’s pretty annoying from customer’s perception?
Even if your intention is to apologize, it may seem as demeaning or dismissive.
Simply utter you’re sorry. Even when the customer seems unreasonable, apologize right away. Ask how you can help resolve her issue. If he or she’s very adamant, just move on!

#Transfer but with good explaination!
Customers don’t like being transferred when on a call. However, your task is to briefly explain the customer as to how the transfer will benefit her. Consider the below 2 options-
You’re getting transferred to another call- This stinks!
You’ll be transferred to our ____ expert. She’ll be able to give you the best advice! - “Great ... okay, then!”

#Be careful while questioning!
There’s a thin line between successfully following up once resolving a complaint & unintentionally inviting more complaints!

Consider the following 2 responses-
“Is there something else wrong?” – Wrong

“What else can I assist you with today?” - Correct

When you ask a negative question to a customer who have just complained, it will lead no good results. Conversely, if you inquire about further assistance, customer feels assured of you being available for any further issues.
In the next part I will reveal 7 further core strategies to win over your customers. This will include really effective methods to handle dissatisfied customers as found in Robert Bacal’s book, "If It Wasn’t for the Customers I’d Really Like this Job." Stay Tuned!

IAM is also conducting a practical seminar for corporate personnel who want to master the art of handling customer complaints effectively. This seminar will be delivered by an expert professional who is himself a gold medalist in Mass Communications & holds First Class Masters Degree from the Jamnalal Bajaj Institute of Management Studies. Know more


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