Dealing with customers that are less than happy is not easy and can be more challenging if your contact with them is via the telephone. When a customer calls with a complaint or is less than happy generally they tend to ‘sound off’ and at this point it’s quite natural for you to want to interject with your defence or solutions to try to calm the situation.
However, a quick defensive approach will more than likely make matters worse. The main reason for this is that you may not have gained a complete understanding of what the issues are from the customer.
When a customer is not happy or is trying to explain issues over the telephone, the first thing you need to do is to listen. Whilst listening, it’s also a good time to take notes highlighting the points or issues they raise with you. Once they’ve finished speaking, use a little time to recap on some of the points they’ve raised. If you need to take additional time to find solutions, this is the time to mention this, because the worst thing you can do is to rush into a resolution only to find that you’ve made promises or commitments that you are unable to keep.
The very fact that you’ve let you customer have their say will not only give you the opportunity to carefully consider their words and plan your replies, it also gives them the chance to grow calmer by having the opportunity to have their say and feel that they’ve been listened to.
So, the key is to listen, consider and then reply. These are just a few of the many tips we can share with you through experience of working as a telephone answering service. If you require further support from Message Takers for telephone answering, please do contact us on 01858 439000