When a user is forced to seek help, they expect their issue to be resolved immediately. Research shows that 67% of customers will not contact a company's support service again if their problem was not resolved during the first call. This does not mean that you must necessarily respond to the request, trying to resolve the issue with all your might.
The disadvantage of follow-up
Explain to the specialists that why choose our service each situation is individual and requires an optimal solution. First, you need to find out how urgent the client's question is. If the problem is very acute, then you need to try to resolve it on the first call, without being distracted by requesting unnecessary information. If this is impossible, then the operator must explain to the client in a reasoned manner why it will take more time to resolve his issue.
You can also add self-service tools to your business website to help customers find answers to their questions on their own.
The disadvantage of follow-up
If you do not regularly send company news to your customers, then consumers should be informed when they will receive this information. Everyone has different expectations. Some people want to be constantly informed about product changes, promotions, and company offers. If your company does not provide such an opportunity, then such a person may think that they have been forgotten.
It is important to correctly agree with the client on the time of the next interaction. It is necessary that the frequency of contacts suits the person, that is, it is not too rare or too intrusive.
In addition, a ticket system can be used to simplify the system of interaction with consumers. It facilitates the process of responding to a request and allows documenting user requests.
Desire to receive a new product or service
Such a request does not necessarily constitute a complaint. But it is important to understand that if the customer is not satisfied with the quality of the product, he can ask to offer him a replacement that will satisfy his needs.
To discuss such issues, a forum can be created on the company's website, where consumers can make their suggestions for improving product characteristics.
Mistakes when communicating with problematic clients
There are a number of common mistakes when responding to complaints and communicating with users who have claims against the company:
Getting personal
In no case should you insult customers, even if the buyer himself is aggressive and allows himself to be rude. The seller or manager who resolves the consumer's issue is the face of the company, and it is his behavior that determines whether the customer will be satisfied and whether he will want to continue cooperation with the company.
Shifting responsibility to colleagues
Accusations against other employees of the company are at least unethical. In addition, it does not help to solve the buyer's problem. He turned to you specifically because he expects quality feedback. It is important to resolve the conflict competently and leave a good impression of the organization.
No counter questions
Questions from a company employee allow you to specify the consumer's complaints and understand how to fix the situation. If you don't ask them, the problem is unlikely to be solved.
Inadequate assessment of the situation
In order to resolve a conflict correctly, it is necessary to fully assess all aspects of what happened. Premature conclusions in this case can only harm and will not help the current situation in any way.
Violation of deadlines
There are problems that require a certain amount of time to solve. In this case, the manager should not promise the client a quick solution to the issue. On the contrary, it is better to set deadlines with a time reserve in case of force majeure. Obviously, a faster solution to the problem than was initially specified will please the consumer and increase his trust in the company.
The ability to work with complaints and resolve conflict situations is one of the most important skills of a sales manager. The correct response to customer complaints affects the company's reputation and its competitiveness in the market.