Telephone complaints can be distressing, especially if the customer is particularly angry or emotional. Like any complaint, it's important to follow a very straightforward plan that is aimed at resolving the conflict.
With telephone complaints, I suggest the following:
- Make sure that you have a notepad handy and write down all of the relevant details.
- Let the customer talk. It's important that they are allowed to explain their complaint fully. Don't interrupt unless you would like clarification of some aspect of the complaint.
- Write down their name, and the date and time of their call.
- Emphatize with the customer without admitting fault. Make comments such as 'i can see how frustrating that must have been' or 'It sounds like you have had a bad experience'.
- If they are being abusive or using bad language, you are entitled to ask them to refrain from swearing. The best approach to take is to assure them that you want to help them, you understand their frustration, but swearing or becoming angry won't help the situation.
- Ask the customer how they would like to see the situation resolved.
- Advise them of the course of action that will be taken by the company. Assure them that their complaint has been lodged. Make sure that they are given specific details as to when they will be contacted and by whom.
- If you cannot deal with the complaint, pass it on to the relevant person and ensure that they are given all of the details, as well as the expectations the customer has for the complaint to be resolved.
- Follow-up on the complaint with the person who is handling it.
- If appropriate, contact the customer after the situation has been resolved to ensure that they are satisfied.
These are all steps that can go a long way to resolving a customer complaint quickly and efficiently, and with a little luck and good management you may even be able to keep the customer.
When a customer makes a complaint, we should all be grateful because it gives us the opportunity to rectify a part of our business that may not be up to scratch. Unfortunately, most customers don't complain - they simply go elsewhere and are lost forever.