Dealing directly with customers can be a difficult, but critical, job. It’s not always easy to get to the root of a client’s issues. You must listen and understand the client before tackling the issue. However, once you have identified the issue, there are a few steps that you can take to ensure the process leads to favorable results. Your response to customer complaints can build trust and even create customer loyalty.
Sometimes clients and customers just want to know that they will be taken care of on a personal level. You can do this by taking ownership of the issue. Ensure them that you will handle their issue personally and let them know that they can specifically contact you with any questions or concerns. Many times, just knowing that there is a name and face can go a long way in validating a client’s concerns.
Another way to address client concerns is to take the opportunity to be viewed as a hero. Many times customer complaints present a unique situation where you can go above and beyond, providing a memorable value experience. The gestures do not need to be grand, just something that relieves the client’s concerns while providing them with extra value. You can encounter these “hero moments” by learning to prepare for a solution in advance.
Identifying and preparing solutions is a great way to “treat the disease, not the symptoms.” It is important to monitor and prepare for situations that seem to always come up. You’ll want to have your “hero moment” at the ready, but you should also want to have a long term plan to fix continuously problematic issues. When you go after root causes, you can avoid customer complaints all together and provide a seamless customer service experience.
Building a positive customer experience is a proactive process that requires you or your team to plan ahead. By foreseeing possible issues, you can prepare a variety of solutions and when the time comes, take the best course of action and resolve the situation. By developing a strategy that creates personal experiences and memorable value moments for the client, your organization can build loyalty and trust with your customers.
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Photo credit: freedigitalphotos.net/Stuart Miles