One of the top signifiers that you are an excellent provider of customer service is that you’re able to quell angry customers. No matter your business or industry, you’re bound to encounter consumers who aren’t particularly pleased about something. Sometimes, it’s a faulty product. Other times, it’s a late shipment. The reasons are endless. That is why it’s vital that you are equipped to adequately handle any issues that are brought to your attention over the phone.
Here are three best practices for phone agents to handle customer complaints:
1. Offer a sincere apology.
This tip should be obvious. But allow us to highlight the importance of including it here. Saying “sorry” isn’t going to cut it. Your apology needs to be comprised of an exclamation of understanding and genuine concern. Empathy is always necessary for a strong apology. It also needs to be specific as to what you’re sorry about. As well, the apology should offer up some sort of solution that will make the customer feel heard and valued.
Here is an example: “I understand why receiving the package a day late was a major inconvenience. I’d be also upset if I was in your shoes. I’m truly sorry we weren’t able to deliver your item on time. I’m going to do my best to remedy this situation.”
2. Stay positive and professional.
No matter how much your deepest urges may encourage you to “fight back”, it is imperative that you stay calm. Your job is to remain professional. Remember that your callers aren’t bound by any professional obligation to use clean language or to lower their voices. You, however, must maintain a positive attitude and speak professionally when it’s your turn to respond to the complaints.
Keep in mind that your tone of voice alone can work wonders in diffusing a situation. Respond in a calm and pleasant tone. It can allow for the complaint to be addressed without any exacerbation of anger on the customer’s part. In many cases, responding to complaints in a positive and professional tone can completely change a customer’s perception of a business. Remember that each customer complaint is an opportunity to grow your brand’s reputation.
3. Be sure to follow up.
You may have successfully handled a customer complaint during your phone call. However, that doesn’t mean the opportunity to grow the customer relationship has ended. Following up with your customers is a great way to leave lasting impressions. It shows that you have a true dedication to customer satisfaction. Consider emailing or, better yet, calling your customer to check in a week or two after your initial encounter.
Consider exclaiming something like this: “I just wanted to check in with you to see if everything has been resolved to your liking. It means a lot to us to continue to have this relationship.” Following up with your customers after resolving tense issues can go a long way in growing customer loyalty for the long haul.
With Melo Technology’s VoIP-based Commercial Phone Services, you and your staff will be equipped with all of the features necessary to be top-tier customer service providers! To learn all about them, please don’t hesitate to give us a call at 1-888-MELOTEL or fill out the form on our Contact page.
