So you are a business owner or a customer service representative and you have a customer who is calling you with a complaint or a problem with your product or service. What should you do about your customer and their call?
The first thing to do when your customer calls with a complaint is to stop, to defy everything that your brain, your heart, and your emotions tells you to do. Your brain, your heart, and your emotions tells, no, they scream out to you to-start talking, defending yourself and your company and to justify or to explain what has happened. Rather, what you should do is
BE SILENT AND LISTEN!
Yes, Stop, take a big deep breath, be silent and listen to what your customer or client has to say!
Even if they are wrong!
Even if you are right!
Show your customer that you care about them and that you want to help them by listening fully to their complaint or their issue. You will be glad that you took the time to listen to them because what you learn just might help you solve their problem or complaint easily and painlessly for you as a business owner.
Okay, so your customer or client has a complaint. You have them on the phone. You have taken a deep breath, closed your mouth, opened your ears and heart to them and have listened to them vent about their problem or concern. So, what do you do next?
You thank them for sharing their issue or problem with you. Then in a very short sentence or two you repeat back to them their major concern, problem, or issue. Sort of like this, "So that I can best help you with your concern (or problem), let me see if I understand exactly what your concern is. As I understand it your issue is (or problem-complaint)...then repeat back to them a paraphrased and short version of what you think they told you. Then ask them, "Is that correct?" Let them answer you as to whether you clearly understand the nature of their problem or concern or not. If you do, then move on to the next part of the call. If your customer does not feel that you properly understand the nature of their concern or problem ask them to repeat it back to you one more time...so you can get a better understanding of what their issue is and be able to help them with it.
More to come next time. Thanks for reading and for posting.
Harold, HaroldSays-"Changing the way America does business!"
Good subject. Such a good subject I wrote a short article on it back earlier this year for some publications I write for and it can be reviewed through the following link - called Thank the Complainers.
Thanks - R@