Why Do You Need To Make It Easy For Your Customers to Complaint When It Comes To Contract Centre Services
If customers complaint is considered to be a gift for your business, then what would you call when no one is complaining. Customers call you as they are dissatisfied with your products and services or by some mistake that your team has generally made. The employees here would air the grievances as they feel that the management is being totally unfair with them, and the way you handle them can make or break your company.
When there is a complaint that comes against the products and services you have been offering, it is natural to turn out and get defensive explaining why the complaint given by a person is legitimate – and this in turn would actually lead to nowhere. So instead of criticising the complaints that you get embrace it as an opportunity to strengthen the relationship with all your customers, if you are efficiently handling the problems of your clients and customers.
Given below are 4 major reasons as to why you need to make it easy for your customers to complain when it comes to contact centre services. Though the following steps might seem to be complicated but they are yet effective in every situation and would help you in dealing with the complaints of all your clients and customers, turning the unhappy customers into a loyal fan.
Listening to your customers with an open mind: It’s always good when you try and listen to the person about the problem they have been facing when it comes to your products and services. Allow the person to talk freely without causing any interruption and questioning the validity of the problem. So to conclude before saying anything to your clients and customer do listen to what has happened and why are they upset.
How fast you could solve the problem: Speed is the most important thing when it comes to the customer’s service. Having a bit speed would help you in gaining the trust of your market audience ensuring that your business does value them. Speed again would help in handling minor problems before they become bigger and leads to a serious problem to you and your organization.
Understanding the problem of your customers: Once you understand and know where exactly the complaint is coming from, then say it back in your own words so that the customer understands and knows you have understood what their problem exactly is. If there is a mistake he or she might correct you with a few points keeping her position back unless and until they get the feel that you have got their problem right.
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Ensuring them that their problem would be resolved immediately: Without putting the blame on any one or on the part of your company try and show your customers with some sincere empathy as it helps in neutralizing the anger your customers have towards you. In some cases you could also send them some gift as a token of thanks that would help you improving your business.
To conclude there is no other way that you could get away from your customers. And by following these steps and understanding what the exact issue is you could turn your customer’s challenges into something constructive.
About The Author
Abhishek Jain has over 10 years of experience within the contact centre and Business process outsourcing services helping thousands of business organizations achieve the best experiences. Business Process Outsourcing delivers and manages various offshore/onsite projects in various technologies and domains.