Customer service system here is not referring to a customer complaint management system; which is a software program that allows companies to address customers’ inquiries, deliver consistent support and manage complaints promptly.
However, the system referred to is a customer compliant system that is built based on collecting and addressing the customer’s complaint through a human-centred approach. Hence, this system is built for smooth customer care relations; it is a system that ensures every staff of an organisation becomes an efficient customer service representative; which ideally is the case because every employee represents the organisation in one capacity or the other.
In creating or developing an effective customer complaint system in your organisation or small business it is essential to critically study and develop this system around five strategies that have been proved effective in handling customer complaints.
The secrete here is building a system around these strategies. The system becomes important during the transition of trained personnel. As crucial as training and retraining of customer service/care representative is, the creation of systems that works is particularly crucial to curb negative effects that may arise from employee defection or transition.
Here are five strategies that will help you develop a customer complaint system for improved customer service delivery:
The tip here is never to act defensively. You must keep in mind that customers or clients want to feel you have their back and that you understand where they are coming from.
Yes! Some customers can be a handful sometimes, but you must stay calm and never assume the confrontational position. Hence, when you receive complaints, keep in mind that the issue isn’t personal (i.e it is not an attack on your person). You are not being attacked. When you can separate this feeling and remain objective, you will realise the complainant’s point of view and walk together to find a solution.
A gentle answer turns away wrath, but a harsh word stirs up anger.
Listening is a vital part of communication. Listening effectively to customer complaints shows the customer is important to you. This is capable of building a strong and healthy relationship with the customer.
Because customer complaints are inevitable. You must always expect an irate customer. Therefore, you must remember to always allow your customer to blow off steam without interrupting.
You also need to know at every stage of the rapid to-and-fro dialogue; is your customer finished speaking? Can I answer yet? What did the customer mean?
Without identifying these elements, a dialogue can quickly encounter turbulence, interruptions, false beginnings, misunderstandings.
Therefore, rather than interject a customer’s complaint, responds with phrases such as “hmm”, “um,” “uh-huh” and “oh”. These words may seem like rude impaction that is capable of ruining the flow of conversation but in this situation, they become highly essential. Subsequently, when the customer realises that you are not cutting in or responding harshly, they begin to calm down.
Acknowledge the problem
Like is said earlier, remember to be objective and not subjective when handling customer complaints. Admit your organisation’s shortcoming if indeed you made a mistake; if not, calmly explain to the customer the reason for the incontinence. When doing this, ensure you don’t sound rude or defensive; I am not saying you should agree when its not your fault; but you must respect the perception and feeling of your complainant.
Learn how to courteously repeat the customer’s complaints to ensure you understand exactly what they mean. So, begin with phrases such as “if I understand you correctly…” then follow up with the customer’s complaint.
Get the facts
After listening and acknowledging the problem, begin asking questions to properly identify the challenge. Getting the facts of the problem or complaints will help you solve the challenge.
Offer a solution
After getting sufficient details of the customer’s complaint, the next thing is to begin resolving the clients complain. Therefore, it is crucial you carefully assess the complaints; keep in mind that you must be always aware of your organisation’s policies concerning customer complaints resolution. This will help you not to overcommit.
If the solution is out of your reach and not backed by your company policy, courteously explain to the customer; then let the customer know you are willing to take ownership of the issue, even if it was out of your control.
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