Think about a time you've had a complaint and it was resolved to your satisfaction. You will often find these situations and scenarios include the five steps below. Here are the 5 BEST ways to handle a problem or complaint for customer satisfaction.
1. Apologize:
Empathize with the customer.
2. Acknowledge:
Are you in sync with the customer? Acknowledge their concern and understand their frustration.
3. Fix The Problem:
Offer a solution and follow up on their request personally.
4. Own the Opportunity:
Don't blame, but instead own the opportunity to resolve the issue.
5. Show Urgency:
How fast you respond to fix the problem speaks volume. Act with speed.
These five steps will help with ALL problems, BIG and SMALL.