Basic Strategies for Resolving Customer Complaints

September 26, 2012

Dealing directly with customers can be a difficult job because it’s not always easy to get to the root of a client’s issues. You must listen and understand the client before tackling the issue. However, once you have identified the issue, there are a few steps that you can take to ensure the process leads to favorable results. In fact, your response to customer complaints can build trust and even create customer/client loyalty. Here are some tips from your friends at Dale Carnegie Training of Central Indiana:

Make it personal — Sometimes clients and customers just want to know that they will be taken care of on a personal level. You can do this by taking ownership of the issue. Ensure them that you will handle their issue personally and let them know that they can specifically contact you with any questions or concerns. Many times, just knowing that there is a name and face can go a long way in validating a client’s concerns.

Go above and beyond — Another way to address client concerns is to take the opportunity to be viewed as a hero. Many times customer complaints present a unique situation where you can go above and beyond, providing a memorable value experience. The gestures do not need to be grand, just something that relieves the client’s concerns while providing them with extra value. You can encounter these “hero moments” by learning to prepare for a solution in advance.

Address reoccurring issues — Identifying and preparing solutions is a great way to “treat the disease, not the symptoms.” It is important to monitor and prepare for situations that seem to always come up. You’ll want to have your “hero moment” at the ready, but you should also want to have a long term plan to fix continuously problematic issues. By going after root causes, you can avoid customer complaints all together and provide a seamless customer service experience.

Building a positive customer/client experience is a proactive process that requires you or your team to plan ahead. By foreseeing possible issues, you can prepare a variety of solutions and when the time comes, take the best course of action and resolve the situation. By developing a strategy that creates personal experiences and memorable value moments for the client, your organization can build loyalty and trust with your customers.

This post is brought to you by the good folks at Dale Carnegie Training of Central Indiana, providers of professional development and management development courses and information in Indiana. We would love to connect with you on Facebook.

Photo credit: Stuart Miles


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