A) Let the customer get the word. Give them the opportunity to let steam off. Listen closely to the customer, no matter what. Show interest.
B) Say you are sorry to hear, what has appeared and the current situation. Do not admit, that someone from the organization or your organization is wrong, but are sorry.
C) Use active listening; reflect back - what the customer just said! Be smart, say – is it correct understood, that your complaint is this and that. Use active questions.
D) Get to the facts by questioning effectively, make sure to get to the heart of the customers problem, so you can be able to handle it. Remember, sometimes a problem of a customer can be a mix of problems and not listed in order of importance. Make sure, that you are getting in to the two most important problems for the customer, if it is a mix of problems.
F) Do not argue with the customer and do not become defensive. This is one of the hardest things to master, in a service-department. This should be trained again and again by the people, who receive the complaints. Do always stay focused and concentrate on the current situation.
G) Try to find out, what the customer really wants. Do they want their money back, do they want another product, or do they want a cut in prize. Try to build on the customer's ideas and suggestions, if you are allowed to do this by your manager/director.
H) Concentrate on your possibilities for handling the complaint. Explain to the customer, what you can do and what you not are able to do.
I) Do never impose your own solution. Get a solution with the customer, which the customer finds acceptable.
J) Summarize the solution and check that customer understands the solution. Make sure, it's a helpful solution for the customer. Ask the customer, if the solution is helpful!
Lasse Kohau
http://goodcustomerrelationsmanagement.blogspot.com http://effectivebusinesstools.blogspot.com
