Customer issues

Complaint: “I’ve been waiting here forever!” 

Response: “I realize that, and I really appreciate your patience. We’re doing our best to make sure we get this issue resolved quickly.”
Unfortunately, sometimes the customer just has to wait due to a variety of reasons. Acknowledge the fact but don’t blame it on some managerial short-coming like understaffing. Thank them for their patience (which you hope they will begin to implement) and let them know you’re still working hard.

Complaint: “I keep getting shuffled from one person to the next.”

Response: “I apologize for that. Let me personally take care of this for you.” 
Customers just want straight answers and to feel like their complaints are being dealt with, rather than just passed off. Go the extra mile and it will go a long way to resolving any issues.

Complaint: “You don’t seem to care.”

Response: “I do care, and I am going to do what I can to make this right.”
This is the #1 customer complaint. Actions speak louder than words. If a customer catches a whiff of apathy, they will be offended. Right the ship by proving you are actively working to resolve their complaint.


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