Question

You work for a small-medium sized organisation. You meet with lots of customers each day. You have been meeting with many very angry customers because they have not been receiving their products on time or they have been receiving them damaged. You have just finished dealing with a very angry customer who has really annoyed you. Your supervisor walks in. You are feeling guilty because you snapped back at the customer a couple of times, but you are afraid to say anything to your supervisor because you do not want to get into trouble. At the same time, you want to express your annoyance and give your supervisor feedback about the many customers coming in very upset.

You are to demonstrate that you have been actively listening to the customers’ complaints and are able to give your supervisor feedback of the issues.

Answer 1

Good customer service is all about bringing customers back.and about sending them away happy and positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.

If You are a good sales man, you can sell anything to anyone once.But it will be your approach to customers service that determines whether or not you will ever be able to sell that person anything else.The essence of good customer service is forming a relationship with customers,the relationship that individual customer feels that he would like to pursue.

Complaints happen in every day.When customer complaints ,it is usually for a good reason or genuine concern.In the customer service industry ,we cannot avoid complaints.we must take care of the customer by listing to the complaint,and resolving it, and ensure a happy customer.

Customers want to know someone is listening and they are understood,and they are hoping you are willing to take care of the problem to their satisfication.

How to analyze customer complaints

Complaint analysis is used to track,categories and handle customer complaints.

when a customer makes a complaint, however ,not all complaints are to be traeted equally and there are several questions to ask yourself before you take action,including:

1, Has this happened before?

2. Have the complaints been recoreded?

3. How often does the same complaint arise?

4. is there a pattern to this complaintin how it was received?

5. Has the same customer reported this previously?

By answering this questions , you can take the necessary steps required to prevent them from happening again.

For example,if several customers complain about a specific issue ,you can use their feedback to improve your product or service.Or if your currently working on a solutions ,yet you still receive complaints from your customers base,you can create an email for support the customers.

Few more Steps as decribed following about how to handle complaints

1.Listen and understand

First ,your are listen to the customer.Take a time for listen their complaints so it also helpfill to shut down the angry of the customer.

2.Apologize

Dont afraid to aplogize for a mistake.Many customers are simply looking for an apologize and acknowledgement of their complaint,yet so many business are hesitant to admin when a mistake has been made.

Dont underestimate the improtance of an apology:

3. Empathize

Once you have listened to their concern immediately empathize with their position to create a bond between you and the customer so that they know you have heard their concern and are going to work with them to resolve the issue.

4.Offer a Solution

Offer a solutions to their problem.In this regard,always focus on what you can do as opposed to what you cannot. There is always a solutions,it may not be exactly they asking for,but if you focus on what you can do versus denying them their requsted remedy you have still offered a solution and often merely having another option is sufficient to remedy the situation.

5. Execute the solutions

Solve their problem be it with their originally requested resolutions or an alternative you have proposed.

6. Follow up

Once you have gone through the first five steps ,Make sure to follow -up with them to make sure that they are satisfied with the solutions and they have taken care of their concern.