LIP Service for Contractors is the Home Service Industry's podcast about Leadership, Innovation and People. Let's grow your business.
How to Deal with Customer Complaints 101
Welcome to another episode of Lip Service for Contractors. Customers can sometimes be wrong and sometimes right, regardless, customer complaints are a nightmare for any business. This is why we bring you this 101 guide to teach you exactly how to deal with customer complaints.
Handling Customer Complaints Over the Phone
Think about the customer journey and know why a customer is upset. They’re not upset at you as the customer representative. Instead, they’re upset about the situation.
When you get a complaint call, the first key is not to take it personally. They need a solution to their problem, so the best thing to do is to listen. They want to be heard and understood. Do not interrupt them because then, the situation escalates. Be present, be in the moment, ask great questions, and don’t jump to conclusions.
Is the customer always right?
This is a debatable question. The truth is, the customer isn’t always right. Sometimes, they make unreasonable complaints. It’s wrong to say that customers are always right, but there’s a better way around it. But when they’re wrong, it’s part of your task to turn them right. That’s why it’s critical to listen, care, and reassure.
Lack of Training
Today, we don’t only have customers who think they’re always right, but we’re also up with employees who lack the right training and often don’t know what to do. It’s a bad cycle that businesses have to break. Employees should have the tools and training to equip themselves with how to deal with difficult calls.
Pick your battles
Another good way of handling customer complaints and keeping them from escalating is to learn to pick your battles. You don’t need to win every time because the customer might leave your store and make nasty comments and reviews online. Bad reps can cause you the business.
Check out these steps towards a better call experience.
First, pause, and don’t let the angry caller affect you. Acknowledge and validate their concern. Positivity is contagious, so make it a goal to maintain your positivity.
Second, the listening principle can change your upset customer. It’s essential to read the situation and hear their story.
Third, show personal interest and care about their concern.
Responding to complaints means that you show up, listen, and reassure them. This is how you create value. Some even go beyond and extend their services beyond office hours.
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I love listening to this dynamic group. They deliver solid insight that’s game changing if you put it into play in your business.
Very informative, must listen for any contractor
Josh, Laura and the PSP team drop amazing tips and tricks of the trade. If you are a contractor, I highly recommend listening to every episode!