Graphic by Sira Anamwong via Freedigitalphotos.net |
Digging Yourself Out of a Ditch – 6 steps to De-escalate Customer Complaints & Resolve Problems
In business, especially small business, the customer’s
experience is the most important thing for companies to manage and
maintain. But what happens when that
experience is a negative one? How can a company
learn from these customer experiences?
And how can companies retain customers after a negative experience. Here are 6 simple steps to handling
complaints and resolving issues with a customer’s experience.
Photo by Stuart Miles via Freedigitalphotos.net |
1 1. Listen – The most important thing to do when
dealing with a negative customer experience is to LISTEN. Let the customer talk. Do not rush into resolution mode immediately
upon hearing there is an issue, which can seem dismissive and condescending. Really take the time to hear what the
customer’s issues are and take notes if necessary.
2. Acknowledge
the problem – After listening to the
customer’s account of the issue, ACKNOWLEDGE the problem. This lets the customer know that you value
their business and were ACTIVELY LISTENING to them. At this point, apologizing to the customer
for the problem and promising to find an equitable solution goes a long way to
de-escalating the complaint and turning the customer’s mind away from the
initial complaint and toward finding resolution.
3. 3. Express empathy – Whatever happened, it impacted
your customer’s experience to the point that the entire transaction has broken
down. Expressing empathy by reflecting
back your customer’s issue and concern to them, shows that not only are you
actively listening, but that you care.
4. 4. Ask for
customer’s input - Now, I know this
seems fraught with danger, but most customers have a very straightforward
resolution that they are looking for. By
engaging them in the resolution process, the customer will feel respected and
valued, but it also will give you a chance to hear their expectations prior to
offering a resolution.
5. 5. Offer a resolution – At this point, you should have a fairly good
idea of what your customer is expecting as far as resolution. Now, that expectation may be easily met
(replacement, refund, discount), and if it is, resolution can be straight forward
and simple to accomplish. However, this
is also the stage when negotiation happens.
Balancing the needs of the customer with the needs of the company. You don’t want to give away the cow with the
milk, so to speak. But you do want to
find a resolution that retains the customer and is good for the company’s
bottom line.
Graphic by Stuart Miles via Freedigitalphotos.net |
Customer Service is the back bone of any small business and
is a way to differentiate yourself and your company from others. Remember that all customer experiences are
learning experiences. Focus on ways that
your company can improve the customer experience, rather than focusing on the
things that went wrong.