Greetings for the first day of 2017!
The new year’s beginning has brought something really interesting to make your Customer-Service regime a splendid one.
The following picture explains a very simple procedure to deal with customer complaint letters:
The above picture can be divided into four stages as follows:
First Stage: Accept what the customer is saying. Now for this, you need to be patient and understanding. Feel empathetic and try your best to find a resolution to the customer’s problem. You, as a Customer Care Executive, need to paraphrase the customer’s problem to ensure that you’ve received the right message.
Second Stage: In case you are rejecting a customer’s complaint, ensure that you know your business protocols to avoid confusion and/or customer-loss. You also need to apologize in case you rendered any helpless feeling to the customer. Give each detailing about every company law or protocol that may have stopped you, as a Customer Care Executive, to move forward with the resolution. This saves customer’s time and also keeps him/her away from any kind of miscommunication.
Third Stage: Propose any additional step that you think may resolve the problem and help you save the customer relationship for a long time. Remember, customers aren’t leaving you empty-handed. So, if your business has any option that you may deem fit to save one customer for you, just go ahead! (It’s always advisable to consult a senior manager before you propose any such thing as discount, saving offer, buy-one-get-one free offer, call back the goods option, etc. ;-))
Fourth Stage: Always, when you close your response-letter, mention a statement that the customer will feel good about. Try not to repeat the same remarks or statements as stated in the body of your response-letter. Having done this may mere add more frustration to the customer’s existing level already.
At the end, you should feel happy about retaining the customer than the customer will be.
Conclusion, take the appreciation from the customer that acts as a booster to keep doing your job without any hesitation!
Have a beautiful 2017!