How do you teach staff to handle customer complaints?

In my experience, if customers are able to share their frustrations and feel heard by a representative of the organisation, they are less likely to share that negative feeback outside the organisation.

Wholeheartedly I agree, as being empathetic and showing sympathy is not only integral in this situation but with any other call as well. Most of the time, an issue needs to be rectified. Whether big or small- we can consider the callers' feelings and work towards a resolution. Conflict never fixes anything. Even if it’s not a problem on our end, I still teach them to apologize for the inconvenience and look for ways to resolve their inquiry, concern, etc.

One thing I've found helpful is to truly listen and understand the issue. Take personal responsibility/act for the good of the customer/company rather than playing the blame game and looking for the guilty party. Use active listening to make the person feel heard, understood and served.

Customer care representative should be actively listen and makes notes on the customer complaints. Make the arguments to a discussion.

I always first let them vent thier frustration first. Then show empathy, to show you care. Then if necessary ask probing questions to get the root cause. Finally resolve it by testing the issue to resolution.

One of the most important things is your ability to listen to what the customer has to say, allow the customer speak without interruptions and actually take note of the main issues. Put yourself in the customers shoes, show empathy and make sure you understand the problem. Once you know what the problem is, assure them that it will be handled and let them know exactly how long it will take to resolve the issue, try not to over-promise and ensure that you give timely feedback. If you are not able to resolve the issue within the timeframe you promised, let them know what's going on & assure them that you are on top of it.

Don't put the blame on anyone, it will not solve the problem. So customer care representative should understand all the facts about the complaints and restate that you understand the facts.

Breaking customer trust by not doing what was discussed and promised can exacerbate an already tense situation. This may give the customer more reason to go outside the company to vent their frustration, risking reputational damage and future business. Managing expectations at this stage, by being clear and honest on time frames and outcomes, will give the customer the best experience and can turn the situation around if handled well.

In my experience, following up goes a long way it shows the customer that you care and that you are a representative of your word. By following up, you show the customer that they are a priority. Not only that but it creates a positive experience all around for everyone involved.

I love role play activities . . . they are beyond a doubt the most effective method to prepare customer facing staff for the myriad of challenges they face (good and bad). But they have to be live theatre. Life can happen at any moment. Your objective is to avoid cogitating in the Moment of Truth, where the slightest hesitation or pause can open a pandora's box filled with irrational and emotional behavior. Begin with a full review of what matters most to your customer; determine why they choose your product and what they expect. This builds empathic empowerment, bringing awareness from the subconscious into the cognitive world where we need it to be. Walk through a couple of scenarios, review key points . . . then go live!

Role play and shadowing is the best way to see this in action! Some employees in areas are amazing at diffusing tension with customers and fixing these issues. If you have the chance to use that asset, always do so! Nothing is better than seeing it actually done, but make sure your staff and employees feel empowered to make those calls and are doing so within the parameters of company policy and any legal requirements your company ha to adhere to! Once they feel that safety and understanding, they can truly help customers, and maybe prevent issues in the first place!

As a customer care representative is a key face for the company, it is important to encourage employees. Reputation and trust is in their hands.

It is very important to create a service excellence is part of the culture of all the staff in a company, especially customer care representative. This will helps to create a feel to customer the brands a trust worthy and aftersales service is a hassle free.

In this case 1. Let the team always see the complaints from the customers perspective. 2. Utilize active listening 3. Identify the cause of the problem 4. Introduce a problem solving approach and be objective.

Stay calm- It's important to stay calm and professional at all times. If you lose your cool, it will only make the situation worse. (Extremely worse) Listen actively- Really listen to what the customer is saying, and don't interrupt. Let them "verbally volcano" what's on their mind. Empathy- Try to understand their point of view and acknowledge their feelings. Tell them that you understand how they feel, and that you're sorry for any inconvenience. This will never hurt anybody's feelings and it is very beneficial to do so. Fix it Fast- The sooner you can resolve the complaint, the better it is for everyone. Follow up- Get feedback from them and record any relevant data. Don't forget to thank them for their time and for being valued!

A customer care representative's ultimate goal is a positive solution for everyone and to be happy with the a solution. Finally, review procedures with the team leader or manager to ensure future mistakes are not made and learn from each complaint to enhance the customer service experience.

Having a positive mindset and not taking customers' comments personally. At times enraged customers are probably appalled as a whole towards an organisation and not towards a personnel. With such a positive mindset, it would be able to enhance a call.