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Lesson 3 - Handling Customer Complaints

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29 views4 pages

Lesson 3 - Handling Customer Complaints

Uploaded by

jnstory.onlinesvcs
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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LESSON 03

HANDLING CUSTOMER COMPLAINTS

Useful Expressions

 Thank you for bringing that to our attention.


 I understand how frustrating that must be.
 I understand how upsetting that must have been.
 Thank you for understanding.
 Please let us know if there is anything else we can help you with.
 As much as I like fulfilling our customers’ requests, I’m afraid
that.....(cannot grant request) because ......(state the reason). However,
what we can do is that ..... (state the solution to the problem).…
 I’m afraid my supervisor would have to tell you the same thing.
 There might have been a slight mistake in the ......
 Excellent! I’m glad we were able to get that sorted out for you. Before you
go, was there anything else I could assist you with today? I’m happy to
help.

Apology :

 We are very sorry to hear that.


 I’m sorry you’re going through this.
 We are sorry for the inconvenience.
 We apologize for any inconvenience caused.
 Please accept our sincere apologies.
 Let us know if there is anything we can do for you.
 Should you have any questions please call this number …..
7 Steps for Handling Customer Complaints

1. Listen carefully to the person who is angry.

This requires active listening which means you need to stop what
you’re doing to concentrate. An angry customer needs to know
that they are being heard and that you are fully engaged in the
conversation. Concentrate solely on what the customer is telling
you. Make notes of the key facts and their concerns, so that you
have a record of the conversation to refer to in the future.

2. Let your customer vent for a few minutes if necessary.

A really angry customer sometimes needs to vent their frustrations.


Give them a chance to do so as long they are not using
obscenities or abusive language. Don’t interrupt. Remain calm and
in control. Above all, remember that you are representing your
company and they are not attacking you personally.

3. Show empathy for your customer’s concerns.

Let them know that you sincerely care about the problem even if
you don’t agree with their comments. If you or your company made
a mistake, admit it. If it is a misunderstanding, you can respond in
a supportive, concerned tone of voice, “I can see how that would
be incredibly frustrating for you.” You are not necessarily agreeing
with what the customer is saying, but respecting how he or she
perceives and feels about the situation.

4. Thank your customer for complaining.

Yep. Even when customers are being a bit nasty, you can begin to
change the tone of the conversation dramatically by sincerely
thanking them for bringing the problem to your attention. This
shows the customer that you genuinely care about what they are
sharing and you appreciate the opportunity to resolve the problem.
5. Sincerely apologize even if you are not the cause of the
problem.

It really doesn’t matter who caused the problem. Sometimes the


customer is the one who made the error. What you are apologizing
for is the fact that they are upset about the situation. An apology
implies ownership. It lets the customer know that you are going to
help them through the process. When said sincerely, the words
“I’m sorry” can eliminate as much as 95% of a person’s anger. This
will help your customer to calm down and be more open to
problem resolution.

6. Get the facts.

Now that the customer has calmed down and feels you have heard
his or her side, begin asking questions. Be careful not to speak
scripted replies, but use this as an opportunity to start a genuine
conversation, building a trusting relationship with your customer.
To help you understand the situation, as open-ended questions to
try to get as many details as possible.

7. Offer a solution.

This happens only after you have sufficient details. Know what you
can and cannot do within your company’s guidelines. Making a
promise you cannot commit to will only set you back. Remember,
when offering a solution, be courteous and respectful. Let the
customer know you are willing to take ownership of the issue and
tell them what you are going to do to solve the problem. If an
employee in another department is better equipped to fix it, help
make the transition smooth by explaining the problem so your
customer doesn’t need to repeat their story.
Discussion:
1. Have you ever had a customer complaint? What are the
solutions you did to solve the problem?
2. Do you find it difficult to apologize when you make a mistake?
Why? Why not?
3. Is it easier for you to apologize in person or via other means of
communication?
4. Do you agree that customers are always right? Why? Why not?

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