The Customer-centric handling of complaints is based on...
1. ACCESSIBILITY
Provide details about your complaint handling process ensuring easy-to-use ways to make a complaint.
Make sure your information about how and where to complain is well accessible.
Make sure your information about how and where to complain is well accessible.
2. THE BEST PRACTICE
Improve continually your complaint handling system and
involve skilled and trained staff.
Make sure you handle complaints in a manner which is objective, fair, and Customer centric.
Make sure you handle complaints in a manner which is objective, fair, and Customer centric.
3. WITHOUT INTERRUPTION (for meetings and calls)
Let the Customer voice their complaint without
interruption.
Use this time as your chance to identify what it is they are really dissatisfied with.
Use this time as your chance to identify what it is they are really dissatisfied with.
4. CONSIDERING DETAILS (for written messages)
Give the Customers’ message your full focus.
Try to understand what is described and to reveal the hidden details about their complaints.
Try to understand what is described and to reveal the hidden details about their complaints.
5. NOT ABOUT YOU
Under no circumstance don't let your staff take a complaint
personally.
Any emotional follow-ups will increase tension and complicate the issues.
Any emotional follow-ups will increase tension and complicate the issues.
6. SORRY!
Don’t underestimate the importance of an apology.
You won’t lose dignity by making the Customer feel that you understand their frustration.
You won’t lose dignity by making the Customer feel that you understand their frustration.
7. IN ORDER OF URGENCY
Acknowledge the complaint promptly.
Let your staff handle complaints in order of urgency and inform colleagues of any target timelines for resolving complaints.
Let your staff handle complaints in order of urgency and inform colleagues of any target timelines for resolving complaints.
8. SUITABLE SOLUTIONS
Enable mechanisms for finding the appropriate remedies
to be provided.
Make sure your staff can give reasons for suitable solutions and are authorized to provide them.
Make sure your staff can give reasons for suitable solutions and are authorized to provide them.
9. THANK YOU LETTER
Almost 70% of Customers leave companies believing they
don’t care about them.
Make Customers feel important by sending a thank you letter after all is settled.
Make Customers feel important by sending a thank you letter after all is settled.
10. LEARNING FROM COMPLAINTS
Foster a culture of learning from your complaints.
There’s no better way to collect direct feedback from your Customers and improve your product, service, and CX you provide.
#10SimpleTips #Howto #CXBestPractices #ComplaintHandling #CXReview#CustomerCentricity #CustomerExperience
There’s no better way to collect direct feedback from your Customers and improve your product, service, and CX you provide.
#10SimpleTips #Howto #CXBestPractices #ComplaintHandling #CXReview#CustomerCentricity #CustomerExperience
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