Anyone who has ever worked in any type of customer service field knows that customer complaints come with the territory. Some complaints are simple and easily resolved, while others are more challenging, either due to the customer’s position, the situation, or both.Whatever the circumstances, all complaints can be followed using a simple, three step method: S.O.S.
Sympathize: No matter what the issues may be, no matter who is at fault, a professional customer service agent should always apologize. An apology does not necessarily mean an admission of guilt. Some companies worry that by apologizing, they open themselves up for a lawsuit. In today’s litigious society, this can happen, though in most circumstances it is unlikely. A simple, “I am very sorry for your trouble,” should suffice.
OBSERVE: Immediately after the apology, restate the situation. This gives your customer reassurance that you are listening to the problem and are will to help. Example: “I am very sorry for your trouble. I understand you received a size medium, though you had ordered a size small.”
STRATEGIZE: The apology and restatement of the situation should begin and end immediately. What customers seek when they call with complaints is a resolution to their problem. A plan of action must begin immediately, even if you are unable to satisfy that customer 100% or if the matter is out of your hands. Letting the customer know that you care about their problems and that you are willing to do everything possible to help will give them peace of mind and will make the entire process much more pleasant.
Customer service training and sales training is offered to businesses of all sizes and from all industries through Molloy Business Development Group, LLC.
