{"id":1955,"date":"2022-04-14T10:16:01","date_gmt":"2022-04-14T03:16:01","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=1955"},"modified":"2024-06-20T09:41:02","modified_gmt":"2024-06-20T09:41:02","slug":"handling-customer-complaints","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/handling-customer-complaints\/","title":{"rendered":"8 steps to PERFECT CUSTOMER COMPLAINT MANAGEMENT"},"content":{"rendered":"

When you do business, there will be times when customers complain. Especially when you are in the service industry. Although complaints can make a company look bad in the eyes of customers, they help to detect errors and improve the quality of products\/services, and more importantly, they create a great opportunity for businesses to have the opportunity to be friends and understand customers better.<\/p>\n

Many companies have a policy of rewarding and punishing customers based on the number of complaints, which makes employees cringe or \u201cbrace\u201d when hearing customers complain, because they immediately think of being punished. But many companies also think that this is a good opportunity to understand customers, retain customers, and even promote the brand.<\/p>\n

A customer regularly orders books on Amazon. One time the book arrived late, he wrote a letter of complaint. He immediately received a letter from Amazon: \u201cThank you for writing to us. We understand the frustration of not receiving the book on time to use it as planned. Please give us some time to investigate and respond within 24 hours.\u201d On the same day, he received a second letter: \u201cHello, this is J., head of delivery, area X. I have investigated and it is true that the book you ordered is still on the way and is 7 days behind schedule, but we were negligent in not informing you. We would like to refund the amount you paid. Please accept the book on the way as a gift from us. Once again, thank you very much for providing information so that we can improve our service.\u201d<\/em><\/p>\n

The customer posted the letter online, and it immediately went viral. It must have had a huge impact on Amazon orders.<\/em><\/p>\n

Here are 8 steps for \u201cPERFECT COMPLAINT HANDLING\u201d that we have learned from the above incident.<\/strong><\/p>\n

\"8<\/p>\n

8 steps to \u201cPERFECT COMPLAINT HANDLING\u201d<\/strong><\/h2>\n

Step 1: Thank you<\/strong><\/h3>\n

The first mistake is to instruct employees to apologize to customers, even if they don\u2019t fully understand what\u2019s going on. This leaves employees confused, vulnerable, and the customer angry. Instead, thank the customer for providing the information. Companies should help employees understand that this needs to be done from the heart.\u00a0For every 100 dissatisfied customers, only 4 will complain. The other 96 will quietly switch to another supplier.<\/strong>. Complaints are actually gifts from customers, because they still expect better from us. Smart companies will expand their \u201clisten to receive gifts\u201d channels. That is why many businesses are now investing in getting a\u00a0High quality contact center<\/a>.<\/p>\n

Step 2: Clarify the cause<\/strong><\/h3>\n

This is where listening comes in. The customer has the opportunity to speak and be heard. Ask effective questions that help you understand the customer\u2019s problem and why. When customers are frustrated, they often stray from the core issue. Your job is to bring the conversation back to the issue at hand. Listen carefully and take notes. Sometimes, the complaint is just the tip of the iceberg.<\/p>\n

Step 3: Apologize \/ Empathize<\/strong><\/h3>\n

\"empathy<\/p>\n

Apologize sincerely if it is the company\u2019s fault. Even if it is not the company\u2019s fault, show empathy for the customer. \u201cI understand how you feel,\u201d \u201cI understand how difficult it must be for you,\u201d \u201cI am sorry you had this experience with our company.\u201d Regardless of whether it is the company\u2019s fault or not, the complaint is real. Face it and try to find a solution, not complain or ask the customer about it.<\/p>\n

Step 4: Commitment to fix time<\/strong><\/h3>\n

Note, customers want to hear a specific time limit to fix the problem. Don't promise "as soon as possible". Let customer service staff immediately give customers a deadline, so the business needs to have standards for the time limit for some common tasks. For unexpected tasks, the customer contact department needs to know the company's organizational chart to transfer the resolution information to the specialized department to give customers the most accurate answer about the time.<\/p>\n

Step 5: Resolve complaints within the committed time limit<\/strong><\/h3>\n

Receive the complaint and act on it immediately. The customer's problem is priority number one. Don't write it down on your "to do" list,\u00a0consider it an important matter that needs to be prioritized<\/strong>\u00a0and do it now<\/strong>. If the issue is not within your scope, promptly escalate it to the relevant department\/person, but never dismiss the issue from your mind. Follow up closely and keep the guest informed in a timely manner.<\/p>\n

Step 6: Update and notify customer after issue is resolved<\/strong><\/h3>\n

The person updating and notifying should be the superior manager of the complainant. Let the Team Leader\/Manager contact the customer last. Customers appreciate this very much.<\/p>\n

Step 7: Give a thank you gift<\/strong><\/h3>\n

A small gift will let customers know that we really appreciate their feedback. This is a point of impact that has a huge impact on\u00a0the customer experience<\/a>\u00a0in the process of restoring trust in the brand.<\/p>\n