How to handle dissatisfied customers

Here are three important insights about handling dissatisfied customers:

1.  Customers usually will be satisfied with less than you think.
2. Customers who have never had a problem are not as loyal as customers who have had a problem that was successfully resolved.
3. Customers who take the time to complain want to make things better.

 A simple rule for complaints is this: Do whatever it takes to make things right when things go wrong.

 A customer with a complaint is asking you to help them remain a customer. Complainers are often your most loyal customers. They want to continue to do business with you. When they complain, they’re giving you a chance to set things right.  Don’t blow it. Complaints are opportunities that you probably haven’t seen.

 Four steps

The best way to resolve a complaint is to ask what would make things right. Here are the key four steps to resolve the complaint:

1.  Establish rapport. Empathize without admitting guilt. Let the customer vent a little if necessary. If the customer is upset, you’re upset. Say so. Use words like “I see” and “I understand.” Let the customer know right up front that you’re on their side. Let them know that this is not an adver-sarial situation. Tell them you want to hear all the details.
2.  Get the details. Now is the time to listen, really listen. Take notes. Ask for more details. Make it absolutely clear that the customer has your undivided attention. Stick to the facts, just the facts.
3.  Offer a solution. What is it that a customer wants from complaining? Most of the time, there’s a problem, and they want to know that it’s going to be fixed. So, if fixing a problem is what the customer wants, make certain the problem is resolved. If a complete solution is just not in the cards, tell the customer what you CAN do, not what you CAN’T do. Summarize your understanding so there’s no doubt that you have the information needed.
4.  Cement the relationship. Always end the communication by telling the customer exactly what has been done or when something will be done. Always thank the customer for helping you uncover a missed opportunity to serve. Don’t let a customer leave unhappy. Always follow up on a complaint. Let the customer know what was done and be sure that the fix really worked.

Make It A Champion Day!