#Calm radio customer service how to

If your company really made a mistake, admit it, acknowledge the problem and take responsibility for helping a customer to solve it. Use this opportunity to start a genuine conversation and build a trusting relationship with a customer.

It is important, though, that you avoid sounding too scripted and drop the formalities. Let them speak and express their frustration without taking it personally and losing your cool.ДЄfter letting them talk, take the lead and start asking questions to get as many details as needed to really understand the situation and the problem. While itвЂ™s the most natural reaction to get defensive when attacked, вЂwinningвЂ™ a confrontation is not going to help you in any way. No matter how angry or even rude the customer might be, you need to remain calm and listen without interrupting. Even if you cannot provide an immediate solution to their problem, you can at least let them know that their complaint is heard, taken into account and that youвЂ™re going to do your best to make things right as soon possible. Make sure that everyone who complains on the phone, live chat, social media or by email gets a rapid response. 6-step strategy for handling customer complaints

Why not use this customer feedback as an incredible opportunity for learning where your business could be improved? HereвЂ™s 6 tips to keep in mind whenever you get a complaining customer. They do it because theyвЂ™ve experienced a problem with your products, services or the way your business operates, and theyвЂ™re simply telling you about it. Customers donвЂ™t complain just to be rude or upset you. In fact, customer complaints should be embraced and seen as unsolicited feedback which is always a valuable source of information about your business. The key to successfully dealing with complaints is in the right attitude towards them.

#Calm radio customer service how to

So how to do it effectively and turn every complaint into a positive customer experience to win those customers over for life? ItвЂ™s all about the attitude On the bright side, statistics says that 95% of those who complain, are ready to give you a second chance, if you manage to handle their initial complaint successfully and in a timely manner. They simply leave and switch to competitors without even letting you know when and how your company failed to meet their expectations.

But most of unhappy customers actually never bother to complain. All businesses, even the most successful ones, will have unsatisfied customers every once in a while.