Turn Customer Complaints into Customer Referrals
Imagine the following customer service scenario. Your customer has an issue. Your customer contacts you and seeks help. Your customer gets exceptional service. Your customer is thankful, so you ask your customer to tell the world. Your customer happily tells the world. You earn new business because of your customer’s experience and willingness to share the great news.
Is this how your customer service delivery happens currently? Do you have processes and software in place to follow the do’s and don’ts for exceptional customer service? If not, then perhaps it’s time to adjust your expectations and use industry leading solutions such as Microsoft Parature and Dynamics CRM.
Top Do’s and Don’ts for Turning Customer Complaints into Customer Referrals
- DO – Listen. The most important thing you can do for your customer is listen and pay attention to what they have to say. A great listener will easily lower frustration levels and encourage the customer to provide all the important details, which will help you then resolve their issue.
- DON’T – Defend with Excuses. There’s no reason to provide commentary or excuses. This will only heighten the customer’s frustrations and delay the process for helping them with the issue itself.
- DO – Stay Positive. Your demeanor with regard to how you will support them and find them a solution will go a long way to keeping frustration levels down and allowing you to focus on finding the solution.
- DON’T – Make Promises you aren’t Responsible for Keeping. You may not be the person who can actually fix the problem, so be clear that you will be relying on additional people and resources to get the issue resolved. Only go as far as saying that you’ll do everything within your power to assist in the resolution of the matter.
- DO – Evaluate and Communicate. Based on what you know, formulate and discuss the plan to resolve the issue. If possible, provide timeline estimates and inform the customer of the steps you’ll take to remedy the situation.
- DON’T – Blame. Don’t point fingers at your processes, your colleagues or the customer. What’s happened has happened and rehashing who’s at fault serves no purpose. Keep the customer focused on moving forward and getting the situation resolved.
- DO – Follow through and Follow up. Be sure the issue is resolved, the customer then understand how it was resolved and that the customer is satisfied with the end result.
- DON’T – Stop Once the Problem is Solved. Don’t pass up the chance to thank the customer for bringing the issue to your attention. Use the experience to help prevent the situation for other customers. Ask the customer to provide public praise and, if possible, direct referrals to others in their network.
While 35% of customers openly complain about bad experiences, 52% proactively provide praise* when they receive exceptional customer service. Learn more about modern customer service delivery and how you can leverage the power of Dynamics CRM and Parature to implement winning customer service strategies in this week’s live webinar.
“Increase Revenue with Exceptional Customer Service Processes”
Wednesday, September 17th at 4 pm GMT / 11 am EDT / 8 am PDT
Duration: 30 minutes
*2014 State of Multichannel Customer Service Survey, Parature – April 2014