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How To Handle Customer Complaints - Skills and Knowledge You Need
Customers complain. Sometimes they have good valid reasons for complaining. Sometimes they are unreasonable. And sometimes, usually rarely, complaining may be an attempt to pressure customer service reps. and the company to do something for them to which they are not entitled.
Then there's the issue of HOW customers complain. The complaint styles used range from the rather wimpy, almost apologetic request, right through to full on customer rage.
Handling customer complaints is obviously important for any business, but there's strong payoff for customer service and sales personnel to learn the skills needed to address all of the variations in complaining. Why?
Learning complaint resolution skills means more confidence, more control and less stress for floor, sales, and call center staff. If you are tired of being insulted, and abused when customers complain, this is the section for you.
Be Sure to Check Out Our Two Books On How To Manage Customer Complaints
We promise that they will help you develop the skills to deal with even the worst, most obnoxious complaining customers. For the full treatment, including exercises, get Defusing Hostile Customers Workbook (Third Edition2010): A Self-Instructional Workbook For Public Sector Employees
For Customer Complaint Handling Advice
Dealing With Difficult Customers, Angry Customers and Just Plain Rude Customers - by Robert BacalWe've compiled dozens of techniques to help you deal more effectively with difficult and angry customers. Start here. (Added: 17-Oct-2006 Hits: 1473 )
A Professional Complainer Tells All - by B.L. Ochman
Well, the title of this article is a little misleading, but not by much. The author helps others resolve their complaints with the service or products provided to them. There is a moral to the story that you won't want to miss. So read the article for ideas for improving customer service or ensuring that you receive the customer service you deserve. (Added: 7-Dec-2004 Hits: 1411 )
Handling Customer Complaints - by Michele Schermerhorn
Improving customer service to minimize customer complaints often results in the design of a prevention process. See what the author recommends as a four step process that will reduce customer complaints. Reducing the time,effort and money used to resolve customer issues will increase your organization's bottom line. (Added: 15-Feb-2006 Hits: 1742 )
How to deal with angry online customers | CustomerThink - by Cheryl Hanna
No matter how hard any of us try to deliver the best products and the best service, something can always go awry. For instance, there's the online florist who sent Valentine flowers on February 16, or the online dress boutique who sent a little black dress in a size 14 instead of the ordered size 4.""If similar mistakes had been made while shopping at the local mall, it's a pretty simple procedure just to go there and work out the details for an exchange or adjustment, but the online business can be a bit trickier, and if you're a new online business, the effect of unresolved customer service issues could irreparably hurt your future success. Keep in mind, for online issues, there's no compassionate sales manager to speak with an angry customer to calm them down, nor is there an immediate way for a customer to find a resolution - that is unless you, as an online business, takes the responsibility of dealing with angry customers as a number one priority. Here are a few suggestions: (Added: 13-May-2011 Hits: 299 )
Value of Customer Complaints - by na
The key is to let the customer know that you want their feedback -- and that you will act upon it. That last point is key. If you don't provide service recovery and fix the underlying problem, the customer will be less likely to voice issues in the future. Also, remember to fix the problem and fix the customer. Included with our fixed espresso maker was a packing slip - no card or note. A small gesture can remedy an upset customer's attitude. (Added: 30-Nov-2004 Hits: 2309 )
Know the Difference Between a Customer Complaint Customer Feedback - by Glenn Ross
Most people think that customers contact an organization only when they have a complaint. Actually, the spectrum of customer contact with your organization runs from a complaint on one end to a customer making a suggestion he or she feels will make you more profitable on the other. Non-complaint inquiries have increased with the rise of social media.""There are three important constituencies in your organization who need to understand this concept: (Added: 18-Jul-2011 Hits: 120 )
Counting the cost of complaints - Part two - by Stuart Lauchlan
Let's start by stating up front that there is no single 'right' approach to complaints management strategies. The appropriate approach depends on the type of product or service in question, the character of the consumers, the distinctive characteristics of the industry sector and the extent and nature of regulatory oversight. (Added: 26-Jul-2007 Hits: 1188 )
Complaints, Customer Service and Journalism - by Scot M. Libin
Other industries have discovered the cost-efficiency and importance of customer service. The news business has borrowed so many concepts from other fields, from outsourcing to downsizing. If the public servants who take our taxes and license us to drive can act as though they appreciate our business, maybe it's time we public-service journalists decide that respecting our customers doesn't constitute a compromise. (Added: 23-Feb-2006 Hits: 1084 )
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