Thursday, September 11, 2014
How To Successfully Handle Customer Complaints? Part 2
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| 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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