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Who likes to handle customer complaints? No one likes to listen to disgruntled and dissatisfied customers telling you in every way what they don’t like about your company and products or services. Most often the customer service executive is enforced to give a fight or flight response For example: in fight one may push the blame on the caller or incase of a flight response on someone else in the office, by saying that “the person responsible for the task is not in office, please try after some time”.
Customer service complaints are a way to learn and grow in experience, rather than take it negatively. It is better to accept if a mistake has been committed and improve it.
The way to handle customer service complaints is rather very simple if following principles are applied while handling a complaining customer:
- A customer calls up to be heard more than to solve his problem. Hence it is extremely important to listen to him, do not interrupt or ask him to calm down as this will only increase his temper.
- Feel sorry for him and tell him that you understand his feelings.
- Do apologize even if you know you may not be wrong. Do not blame the customer or yourself.
- Take the necessary action in solving the problem and intimate him about the actions.
- Be as fast as possible in solving the issue longer the wait worse it will become.
Using these principles to handle a complaining customer shall definitely get you appreciation.
Customer management and quality customer service is the central concern of any business. Even a 5 % enhancement done in customer retention can boost profit by at least 25 %.
It is seen that, those companies who have set up call center for communication with the customers or quality customer service, have been achieving greater results. The call center service is off-shored hence the cost incurred in them is low.
Improving technological aspects of quality customer service is equally important. Improvement in technology increases availability of services all the time and 100% uptime. An offshore outsourcing service providers use dedicated telecommunication systems and network which ensures a high quality and more secure transmission and increases reliability of data. Major the quality customer service that are offered are product inquiries, general services, account billing, customer complaint resolutions and handling customer requests.
A quality customer service also takes care of inbound calls to purchase a product or registration to a service, booking of travel tickets. A call center professional in the sales service also sometimes finds an opportunity to do up-selling and cross-selling. Different kinds of customer services can be provided like direct response sales wherein the customer care executive handles inbound calls, technical support here troubleshoots technical problems and outbound calls wherein he tele-markets, generates leads, does market research through survey and customer satisfaction surveys.
Excel Infoways has been in the call center industry since many years and have gained requisite experience to provide quality customer service.
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