Do you hate to get complaints from your customers or clients? In a business, it is almost impossible to avoid getting complaints. However, it is important how you deal with them. An unhappy customer will do you damage. On the other hand, a happy customer is an asset.
This assumes a complaint by telephone, but it can also be adapted to customers in person:
Here is a time tested way to handle complaints from customers something you should follow and train your staff to use.
1. GREET AND REASSURE THE CALLER
Step one is to identify your company, yourself and ask how you can help. At this point, the caller may be emotional so reassure him/her that you are there to help. Remain calm and pleasant. As soon as possible, go to step 2.
2. ASK FOR THE DETAILS
Now question the caller to get the details of the problem. It is helpful to write down the information. Make sure you get all the details. go to step 3.
3. LISTEN AND EMPATHIZE
It is important to listen carefully. Repeat back any information such as numbers to be sure that you have the correct information. Express empathy and understanding for the feelings of frustration of the caller. This should not be an adversarial encounter. Go to Step 4
4. SUGGEST POSSIBLE SOLUTIONS
Depending on company policy, suggest possible solutions to the problem. Make sure the customer fully understands the choices available. If at all possible, do not refer the person to another department, but try to take ownership of the problem
5. AGREE ON A COURSE OF ACTION
Now get the customer to agree on the best solution to the problem. This may take some selling because the customer may not get all that he/she wants.
Listening is an essential skill for a manager. I recommend that you work hard to develop your listening skills. Here are some points you should consider in this regard:
Have a quiet place to meet
Keep calm, don’t show your emotions
Check for Understanding
Make listening a priority
LISTENING PROBLEMS AND THEIR CONSEQUENCES
Managers with poor listening skills miss a lot. Often they are unaware of problems among their staff. They may also find it almost impossible to build trust, essential for a good working environment. Here are some of their comments I have heard about managers who are poor listeners:
“The manager talks a lot and I never get a chance to say anything.”
“The manager always interrupts me when I am trying to say something.”
“The manager doesn’t look at me when I am talking.”
The manager acts impatient, like I’m wasting her/his time.”
“The manager always answers the phone and has along converation when we are talking in the office.”
In my view the first quality of a good manager is silence. As they say,” You can’t hear someone if you are talking.” Give your employee the change to say what is on his/her mind.
HEAR AND UNDERSTAND
Be aware of the difference between hearing and really understanding what they are saying. You can hear the words and get a general idea of what the speaker is saying, but that is not enough.
RECEIVE THE MESSAGE
When you really understand what the other person is saying, you see things from the other person’s point of view. You take in the whole message, both verbal and non-verbal. The person will then sense that you really understand.
Brainstorming will allow you to know your staff better
Brainstorming may offer a solution to your problems. You always need new ideas. In business it is deadly to keep doing the same things over and over The problem is to find new ideas. I believe that the best source of new ideas is the people who work for you. They know the business and the customers.
The following are the steps to put it into action.
Focus on Quantity
Get your team together or select a diverse group of people with differing skills. You need to identify the problem or new approach you want to discuss. Then work to generate as many possibilities , no matter how crazy, that your team can imagine.
The secret is to put all these ideas on the table without making any judgement.- Just get them out there, no matter how rediculous it may seem at first. That way everyone will feel safe in putting forward an idea or suggestion
Welcome Unusual Ideas
Your purpose is to get some new ideas that you haven’t considered before. That will be the source of a new solution to a problems or a new service or product. Be sure that the environment is relaxed. No cell phones or computers!
Combine and improve ideas
After the rich flow of ideas come the second part. Look at how some ideas can be improved or some could be combined.
Some More suggestions
1 Find a quiet location, preferably out of the office
2.Allow plenty of time
3.Define the problem carefully
4. Develop a relaxed atmosphere
5. Make sure no one criticizes an idea at the first stage
6. Encourage someone to run with another’s idea
7. Have someone who will write down the thought of the group
8. At the end, combine ideas and identify the most likely ones.