Handling customer complaints on the phone

Ateneo Professor on Entrepreneurship

From Dale Carnegie

If there is a customer complaint, you do not run away from the customer;  you run towards them.
 Statistics show that  unresolved customer complaints or complaints that are not brought to the attention of the seller, results in loss of customer and future sales.

Here are some tips on answering customer complaints on the phone (aside from being calm and polite)

l.  Stay calm;  do not be angry. Being angry will make him angrier

2.  Put yourself in the customer's shoes;

3.  Listen for understanding;

4.  Empathize with the customer

5.  See points of agreement

6.  Promise action/resolution of the problem

7.  Thank the customer for raising the concern/complaint;

8,  Be genuine;  do not cite policies;  treat the caller as a person

9.  If necessary, have the supervisor talk to the customer/complainant..  Sometimes, you supervisor will repeat the policy but it pays that the customer talks to a person in authority.

10.  Be honest, sincere and yet firm.  (Do not promise things you cant do)

From Dale Carnegie outsanding customer service . Section 4