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Deal with Customer Complaints like a Pro

Handling customer complaints is something that every professional in customer service must do well. Often a negative experience can be turned into an opportunity to create a new positive experience that will ensure customers return to your business. Customer Service website, Help Scout, relays 5 essential tips to turn customer complaints into future praise.

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Take Every Customer Seriously.

Treat every customer as if they were a celebrity with access to thousands of fans. This will guide your customer interaction, body language, and words so that you can avoid bad publicity for your business.[/column]

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Recognize and Record Meaningful Customer Complaints.

These are complaints that continuously pop up among a variety of customers over a significant period of time. They may contain some insight into a bad policy or practice that could lead to loss of sales. [/column]

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Transfer Customers Quickly with an Explanation.

Once you’ve accessed what the problem is, transfer the customer to the department or expert that can assist them best. Transferring a complaint is not rude – it is good business sense. Explain to the customer why you are transferring the call so they don’t feel like you are blowing them off. They are more likely to be satisfied with a solution prescribed by the designated department or expert.[/column]

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Drop Formalities.

Customer service research suggests that customers want to feel like they are talking to a person, not a corporation when they have an issue. Why? Because people have the ability to be sympathetic and personable. So approach customer interactions as if they were “chat” sessions as opposed to business presentations.[/column]

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Avoid Overcompensation.

If your business is at fault, ask the customer what they think is fair compensation. Most of the time their solution is less costly than yours.[/column] [/note]

Customer complaints are inevitable. Handle them like a pro with these few tips.