Listening sympathetically to establish the details of

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Listening sympathetically to establish the details of the complaint Recording the details together with relevant material, such as a sales receipt or damaged goods Offering rectification - whether by repair, replacement or refund Appropriate follow-up action, such as a letter of apology or a phone call to make sure that the problem has been made good If you're proud of the way you rectify problems - by offering no-questions refunds, for example - make sure your customers know about it. Your method of dealing with customer problems is one more way to stay ahead of your competitors Essential tips in handling customer complaints The hardest complainant type first: If a customer is abusive you must to make you first goal is to calm the customer’s temper and take control of the situation. You need remain open and friendly, stay calm and keep your voice low and controlled. Tell the customer you are interested in his/her complaint and say ‘in order to help you I need to fully understand your problem’. Then ask ‘can you tell me what is wrong in a calm voice to ensure I focus on the problem (rather than the emotion) so I am better able to find a solution’. Let customer ‘vent his or her frustration’ and don’t interrupt. Telling you their complete story, and describing how upset they are, allows customers to release pent-up frustrations. It is wise to take notes
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as you go as it helps you with your response and shows the customer you are seriously interested in their problem. Blaming Others in Your Organization The worst tactic I have come across is a customer service officer trying to blame me, the customer, for the problem. Never play the blame game! Blaming the customer for the problem will dramatically worsen the situation. Also particularly never use the phrase ‘sir our system requires…‘ or even worse ‘sir you don’t understand our system’ (a common phrase with many service providers in Asia, especially bank staff). Never blame others in your organization. Both the ‘system excuse’ and blaming others will be seen as evasive (or even worse cowardly) and destroy your credibility with the customer. No customer cares about your ‘problems’, they justwant their problem solved. Accept responsibility as a representative of your company and place your efforts into solving the problem. ‘FRUSTRATION: HAVING TO RESIST THE TEMPTATION TO CHOKE THE LIVINGS OUT OF SOMEONE WHO REALLY DESERVES IT!’ This is a funny saying however it has no place in customer complaint handling, in spite of the bad attitude of many customer service’s staff I have met (and trained) over the years. Get the entire story: When the customer has told you the whole story regarding a complaint tell the customer what you will do to solve the problem. Do not tell the customer what he or she must do to solve the problem. Use phrases such as… ‘I will contact the xyz department’… ‘I will find the document’… ‘I will gather the necessary information’ etc. If you use ‘I’ in place of ‘you,’ you will help to minimize tension as it
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