As a business, you may have
received phone calls from customers who have called to complain about some bug
in the service. Sometimes the customer complaint comes from a very angry
customer and having an ineffective or aggressive customer service executive at
the other end can make things worse for your business and damage your
reputation. In this post we show you how to handle angry consumer complaints.
How to
Handle Telephonic Consumer Complaints
One of the first things, you will
need to train your customer support staff in is that they should always respond
politely and positively to customer complaint. At GLOBAL
TREE CONSUMER COMPLAINTS over the phone are viewed as an opportunity
to self-introspect and improve any areas that need improving.
One thing that should be
remembered that the customer is mostly right. Maybe you are an efficiently run
business and offer the best services, but if the customer feels dissatisfied
and complains about it, it is in your business’s best interest to take the
complaint seriously and not ignore it. Ignoring a consumer complaint can
actually make things much worse for your business and brand. So, what should
one do in case a consumer complains on the phone? Train your support executives
to do the following
- 1. Take time to politely listen to and understand the complaint.
- 2. Fix the problem as soon as possible. If the problem cannot be fixed at your level, then immediately escalate it to the next level, without having the customer wait for a few days
- 3. Give the customer a specific and honest response time if the complaint cannot be fixed immediately. In companies like GLOBAL TREE COMPLAINTS are responded to as quickly as possible or the consumer is given an updated response time.
- 4. Talk in a positive manner and do not let the customer rile you no matter how angry he is. It is not fair that you have to take the brunt of their anger, but you would be doing the business a lot of good if you can convert an angry customer into a happy one.
- 5. If the customer has also posted the same complaint on social media, then respond positively with a message of assurance, there as well.
- 6. Provide the customer with constant updates about the complaint if it’s going to take some time to fix.
It is important to remember that
the customer is not interested in long chats, but just wants his problem to be
fixed as quickly as possible. So, encourage your support staff to not ask inane
and long questions about how their day is going, but rather fix the problem as
quickly as possible.
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