Customer Service Lesson 2 Dealing with Customer Complaints

Customer Service Lesson 2 Dealing with Customer Complaints

Handling Complaints • How you handle complaints impacts – your job security. – the reputation of your company. • Use strategies

Two ways to approach complaints • Proactively: BEST strategy OR. . • Reactively

Proactive vs. Reactive Strategy Proactive: • Anticipate potential problems • Take steps to minimize or prevent problems – Example: Recall cars with manufacturer problem Reactive: • Dealing with problems as they arise • Waiting until problem occurs before dealing with it

Why companies might choose reactive • Don’t call attention to a potential problem • Fear of losing revenue and profits • Take a wait and see approach – Hopefully only a few incidents will occur

No fears in Proactive Approach The Proactive Approach will. . . – Boost a company’s reputation –Demonstrate care for customer safety and welfare – Minimize loss by correcting the problem before customers have to take matters into their own hands

Steps to resolve customer complains • Control your emotions – Take a deep breath; handle in a positive manner • Calm the customer – Allow them to vent – Empathize with them • Apologize – Don’t blame any one – Simple say “I am sorry this happened. ” • Try to achieve a win-win result