When operating, the customer service department certainly always encounters many problems. customer complaint situation “difficult” and stressful. Below are the 10 most common complaint situations and solutions you can refer to.
Situation 1: Customer questions about price.
Customers always want to buy at a lower price than the offered price, this is also understandable. The price they are wondering about can come from many reasons: comparing with similar products, comparing with the previous price they used, the price is higher than their ability to pay...
At this point, you should express sympathy to the customer and try to understand the reason for their price concern. Once you understand the reason, focus on explaining to your customer why there is this difference. (emphasize the benefits, features and advantages of the product and especially the accompanying support services…).
Additionally, you can also use customer service skills Suggest upgrading some services or accompanying products (Up-sales/Cross-sales) at a preferential price to increase the ability to close sales.
Situation 2: Customer is not satisfied with the product/service
Customers feel dissatisfied and frustrated within hours or days of purchasing the product. They ask for a return and a refund.
This is Complaint situation accounts for a very large proportion of the number of cases that the department handles. customer service must be handled. At this time, you need to always stay calm and focus on finding out the reason why the customer is not satisfied and wants to return the goods. From there, determine exactly where the error comes from, the possibility of why it occurs.
- If the error is on my side: Immediately apologize to the customer and handle it according to the priority return and repair policies. At the same time, promise the customer that this will not happen again and thank them.
- If the error is from the customer side: Slowly and politely explain the problem to the customer, provide convincing evidence to convince the customer, do not just talk. At the same time, you should provide support solutions (if any).
Situation 3: Customer is not satisfied with the service
Many customers have high demands in quality of service, such as fast service speed, service attitude suitable to their personality... Therefore, you must try to help them feel more secure, comfortable, and convenient when buying, returning goods... with sales support tools such as product management and payment software.
At the same time, you should also pay attention to adjusting to maintain the most positive attitude in communicating with customers.
To maintain a professional attitude and handle this situation well, you should stay calm and listen to the customer's opinion. The most important thing is the attitude of receptiveness and listening. points that customers are not satisfied with so that they can explain and provide reasonable solutions.
In addition, it is necessary to pay attention to improving the weak points in service quality and improve it. These weaknesses often come from the operating process and the qualifications and attitudes of the service staff.
You can refer to: How to evaluate employees from an objective perspective to find the right training direction.
Scenario 4: Customer requests a feature that your product doesn't have
Although this is a rare case compared to the above situations, it still exists in reality. Therefore, employees customer service need to prepare a response plan.
In this case, You should not argue with customers.Instead, quickly find out if you have products with the features that customers want or have accompanying support services to create corresponding effects to advise customers.
Scenario 5: How to refuse unreasonable requests.
Sometimes, customers also have very personal, unreasonable requests that are beyond our ability to support. Often, such customers will be quite hot-tempered and even insulting. This is probably always the case. customer complaint situation makes many people most bored.
At this point, you should listen to the customer's opinion, tactfully explain why you cannot meet their request in a polite manner, Absolutely avoid arguing and prolonging the problem.. At the same time, save information about these customers in the list of "difficult customers" to easily grasp the information to note when receiving complaints from these customers later.
Situation 6: The product reaches the customer with a defect.
In business, we cannot avoid the risk of defective products. Therefore, as soon as a customer reports a defect, you must immediately find out what the defect is and how serious it is. From there, you can narrow down the cause of the defect, which stage it is in, and which party is responsible.
- If the product is defective before reaching the customer: Basically, this is considered the company's fault, and it is necessary to quickly apologize and exchange the product for the customer. At the same time, contact the parties to determine whether the manufacturer, warehouse or shipping party caused the error, then request handling according to the commitments of both parties.
- If the product is defective due to the customer: Then quickly collect information, evidence and talk politely to help customers understand and then work with them to find the most reasonable solution based on the warranty/return policy.
Situation 7: Handling situations with hot-tempered customers
Anyone who feels dissatisfied can feel angry. So dealing with angry customers is situation very popular
On the contrary, hot-tempered behavior and aggressive words can also make you lose control. Therefore, training in these situations to help you stay calm, focus on listening with an open-minded attitude to calm customers is necessary.
Once the customer has calmed down, you should remain polite, sympathetic and slowly explain, and together come up with a solution so that the customer feels respected.
Situation 8: Customer feedback is unclear
In fact, sometimes customer questions are beyond the information or functionality you have.
At times like these, the department customer care It is necessary to clearly understand the scope of responsibility of each level and assign the appropriate handler to provide the best answer to the customer.
Of course, the process will have a certain delay, so you should frankly ask permission to reply to customers when you have accurate information, Absolutely no beating around the bush, wrong answers, or misunderstandings.
Situation 9: A customer requests an out-of-stock product.
Complaint situation It is common for products to be unavailable for service. The reason is out of stock or not yet arrived or problems arising with partners.
This is a business problem, so you need to give a sincere apology and a reasonable explanation so that customers can sympathize. At the same time, you should also have measures to reassure customers such as updating information, introducing products with similar functions or offering support programs, promotions, etc.
Situation 10: Situation beyond service capacity - handling.
In some cases, for various reasons, you are forced to transfer customers to a higher authority to resolve. At that time, as a customer service staff, you need to remember to stay calm in all situations.
First, you still need to explain and apologize to the customer for the inconvenience. Then, inform the customer of the situation and wait for their consent before transferring.
Here are some customer complaint situation common and specific solutions for your reference. However, depending on the company's general policies and flexibility in handling situations, each business has different appropriate solutions.
