#creative-learning

In any workplace where staff are dealing directly with customers, there will come a time when they come up against people who are difficult. Whether dealing with complaints, dealing with aggressive individuals or just overcoming objections when finalising a deal, conflict is as much a part of customer service as sales and satisfaction.

In order to support your staff in dealing with difficult situations, it’s important to make sure they’re skilled and trained to respond confidently to objections and ensure that the customer comes away from the conversation feeling that their concerns have been addressed and their needs met.

There are some key principles to bear in mind when dealing with awkward customers that will help to ensure that these, along with the rest of the customers served by your company, are left feeling satisfied with how their concerns were handled.

Look

When dealing with someone who has a concern or complaint, the first thing to do is take a good look at them and assess how they appear. Are they agitated? Do they look angry or upset? Are they flushed or showing other signs of frustration? These things are all important when knowing how best to deal with the individual.

  The most important place to start is observation

Source: http://farm4.staticflickr.com/3605/3329507901_64a302e925.jpg

  Once a visual assessment of the situation has been done, this should trigger a one of a number of actions. If the person present doesn’t feel capable of dealing with the customer or feels threatened, they should contact someone else to support them or take over. If they do think they’re competent and safe to deal with the customer’s issue, they can move onto the next step.

  Of course, not all customers will present in person so if they call on the phone the next step is even more vital.

  Listen

  Listening is vital

Source: http://farm1.staticflickr.com/25/92038203_5d8d68f920.jpg

The most important thing when dealing with people with complaints is to listen to what they have to say. Often, the most important thing to customers who are dissatisfied with the service they have received is knowing that someone is prepared to listen to them and give their issue a fair hearing. Listen carefully not only to their words but their tone of voice and whether there are any recurring themes in what they are saying. This will help establish what the problem is and why it is of concern to the customer.

 Respond

Once the customer has had their chance to have their say, it’s time to respond to their concerns. Firstly, it can help to reflect back to what they’ve said and check that they’ve been properly understood. From this, you can make a plan for how their concerns or complaints can be addressed.

When agreeing to do something about a customer’s concerns, it’s important to make sure that what you promise can be delivered. Offering to do something that can’t be done or that is outside an individual’s responsibility to promise can lead to further customer dissatisfaction and compound the problem.

Only offer what can be delivered and make sure do what you promise. This gives the chance to not only put the customer’s problem right; it also allows you to demonstrate that yours is a responsive and customer-focused company.

  Conclusion

Training in answering customer complaints is a huge part of making sure your staff are skilled and equipped to offer excellent service to customers.

  Getting the fundamentals right by listening carefully to the customer’s complaint and making sure you deliver on your promises will ensure that even customers who start out dissatisfied will end up with a positive view about your company and the service that’s offered to meet their needs.

  Consider using a company such as Creativedge training for your next customer complaints / service training course.