Any company owner that is serious about being competitive within his/her industry must prioritize providing excellent customer service. But even the absolute best in the business have had run-ins with irate customers. Receiving complaints is bound to happen. But it’s important to remember just how valuable customer complaints can be.
How your company handles complaints can mean the difference between securing long-term loyalty and losing customers for good. Never forget that, these days, the internet allows word to travel fast. One bad online review can cost you a multitude of potential buyers. So what are the best ways to handle customer complaints?
You’re human. It’s perfectly natural to want to react abruptly when someone is yelling at you. Especially when you know the person doing the yelling has misunderstood something that you can easily explain, your job can be particularly frustrating. Stay calm. This is a golden rule to providing great customer service. Your ability to keep your cool will help to bring your irate customer down to your level of countenance. This makes problem-solving so much easier.
“When a customer presents you with a complaint, keep in mind that the issue is not personal; he or she is not attacking you directly but rather the situation at hand,” explains Lorri Freifeld on TrainingMag.com, “‘Winning’ the confrontation accomplishes nothing. A person who remains in control of his or her emotions deals from a position of strength. While it is perfectly natural to get defensive when attacked, choose to be the ‘professional’ and keep your cool.”
We know. You’ve probably heard the same question a thousand times. You’ve also likely received the same complaint on numerous occasions. Nevertheless, don’t simply assume you know exactly what is irking your customers. Listen carefully to what they are saying. That way, you’ll be able to appropriately respond to their specific concerns. It goes a long way in coming to quick resolutions.
“Listen well,” insists Freifeld, “Let the irate customer blow off steam. Respond with phrases such as, ‘Hmm,’ ‘I see,’ and ‘Tell me more.’ Do not interrupt. As the customer vents and sees you are not reacting, he or she will begin to calm down. The customer needs to get into a calm frame of mind before he or she can hear your solution—or anything you say, for that matter.”
Don’t think that just because you’ve clarified something, your customer is happy. It’s possible that even when misunderstandings have been realized and mistakes have been remedied, angry customers will still be angry. Your end result for every customer complaint is to guarantee satisfaction. Probe to make sure your formerly-irate customer is legitimately happy.
“You want to be absolutely sure that the customer is clear on the resolution that occurred and that it met his or her needs,” affirms Gregory Ciotti on HelpScout.com, “If you’re not ending your responses with an inviting question, you may be creating unnecessary trouble.”
At MeloTel, we’re elated that customer complaints are such rarities for our team. However, we invite you to contact us with any questions, concerns or issues you may have. Please don’t hesitate to call us at 1-888-MELOTEL or use the Live Chat feature on our website. Be sure to ask us about our VoIP-based Commercial Phone Services!
“Imprezzio Marketing has been with MeloTel for 4 years and their service has been outstanding over the years. Their customer support team is always extremely helpful and always responds and resolves any issues that we have. Thank you MeloTel for providing us with such great service. READ MORE"
“When TK Enterprises found MeloTel 2 years ago, it was in a crisis situation. Our previous VoIP provider had left us in the lurch and within days, MeloTel had us back up and running and we’ve never looked back since. We started with VoIP services and have worked with them to bring our company’s technology levels up to be more cutting edge and competitive while reducing costs and mitigating risk the entire time. READ MORE"
“Benjamin Verde Incorporated has been a loyal MeloTel customer since 2013. We are able to provide a variety of Artist and Entertainment related solutions such as Web Hosting, Artist Marketing and Artist Funding to clients across Canada. By utilizing MeloTel’s robust products and services our agents are able to provide fast and efficient customer care to various radio stations, record companies, independent artist as well as popular international brands via Benjamin Verde’s VXCO.net portal. READ MORE"
“As the leaders in promotional advertising with over 25 years experience we strive to satisfy all of our clients’ needs when it comes to marketing them and their businesses. We go over and above to make sure that all of their advertising demands are met with no exceptions. MeloTel and Synergy have been in business together since providing exceptional VoIP and technical services. READ MORE"
“I have been a MeloTel customer since 2009 and wanted to tell you how much my whole office appreciates your services. Life becomes a lot easier when someone is there to help when we need it. That kind of service is why we will remain a loyal customer for many years to come. Thank you! READ MORE"
“Toronto Cosmetic Surgery Institute is a plastic surgery clinic, located in downtown Toronto. On site we have a fully functional, state of the art surgical facility. MeloTel assisted us when we went paperless a couple years ago in replacing and restructuring our computer hardware and network. They have been providing us with IT support ever since. Whether it be remote sessions that are required, or on site visits, the service MeloTel provides is always quick and efficient. READ MORE"
“Global Mentoring Solutions (GMS) is a North American based, white labelled outsourced help desk provider that partners with major ISPs, eLearning Support Providers and mid-market IT Service Providers. With MeloTel’s telephone infrastructure services GMS is able to provide support for over 8,000 technical support interactions per month! GMS has been relying on MeloTel’s expertise and professional support services since 2010. READ MORE"