Is there a way to turn customer complaints into a winning opportunity for your business? If you represent a large company, but also a small business, it is very likely that, at some point, you too must deal with a complaint. There will always be at least one person who is not completely satisfied with the services received. The customer care is no easy task. Especially because it can lead to potentially fatal errors for the entire business.

When things go wrong, they often tend to take the “blame game”. However, not to lose a customer, you must remain professional. And deal with the problem quickly and methodically. Managing a complaint effectively can also be a great opportunity for your company. Find out how and why, through our advice.

Customer care: the best tips

Think fast

When you receive a complaint, do not ignore it. Reply as soon as possible via the channel used by the customer (letter, email, phone call, tweet, etc.). You have to think and act quickly, first of all not to lose your reliability.

Observe and take

Customer care requires an open mind. You must be able to understand the situation. And responding to the complaint, seeks to emphasize all aspects that seem important. If you feel like, you also do all the questions you want.

Apologize, always

Regardless of your opinion, provide some form of apology can always help. There are some special cases for which, legally speaking, may not be appropriate apology. However, there are some more suitable formulas:

I’m sorry for your discomfort

I’m sorry, but it was not our intention

This will show customers your good disposition, and your sensitivity. In most cases, it is the best and most immediate way to calm the situation.

Stay professional

In high stress situations, it is easy to succumb to irritation. But if you act pulse, you may do or say things that could have unpleasant repercussions on your business. If necessary, take the right time to calm down. By offering perhaps the customer to hearing at a later date. Professionalism and quality are often synonymous.

Optimism

Try to have an optimistic approach to the problem. Try to concentrate on what you can do to resolve the situation, rather than on what you can not do. By doing so, not only you help the injured customer, but also  entire the work team, who will not feel under pressure and will be encouraged to do better.

Make the good of your company

While you’re dealing with a complaint, shown really worried. This might help you to turn the situation into a positive result. It could in fact improve, thanks to this situation, future business relationships. And, ultimately, also increase the reputation of your company.

It regularly informs

Customer care, especially in the case of complaints, requires constant work. An angry customer will not calm down unless it is made aware of your opinion and how are you trying to address the problem. Communicate regularly is essential for a good and effective resolution.

Master the problem

If the error was yours, take your responsibilities and tries to solve it in the best way you can. If not, find out who is involved in the matter and ensure that all those responsible to do their duty. To address a complaint to your advantage, you have to master the crime. Only you can handle it.

Discover the reasons

In addition to solving the problem“here and now”, it is important to understand the causes of the incident. This will allow you to avoid further mistakes in the future. Discovering the reasons, you’ll also find out how to change your business processes, streamlining services.

Get legal advice

If the complaint is about a serious problem that you have tried to resolve on its own without success, it is appropriate to refer to a legal adviser. First, to protect your person and your business. But simply to receive an impartial point of view that will help to look at the issue from another perspective.

Entrusting one or more areas of your business to a supplier of Outsourcing services, you will be able to improve, simultaneously, operational management, personnel management and customer care. And you can finally concentrate on the crucial and strategic processes of your business. To know more, call us today!