How to deal with customer complaints efficiently?

[Annabelle]

I am working in a customer support department, so I have seen many types of complaint. The range of complains can be pretty wide, it covers the areas such as products, plan, staff’ behaviors, bonus, services……..etc.

So, what should we do then? Well, we should let them express their feeling and dissatisfaction.In order to ensure our work efficiency,we even should use technology skill to deal with customer's trouble ticket.

A trouble ticket management software is a software that organizes and tracks down trouble tickets filed by customers or employees of a company.

Firstly,it also has a categorization feature which makes the filing very convenient.You can categorize the filed complaint according to the customer type, the concern and the product that they are having troubles with.

On the other hand,trouble ticket management software (http://www.phphelpdesk.org/) make sure that you can take track of each ticket until customers' queries were solved.

Of course there are many other features.Here Recommend the iKode Help Desk X or 2help.biz which I have ever used both.2help.biz is a SaaS platform which is much more attractive.

[Cameron]

A customer must be treated fairly. Any consumer who has received bad customer service and been provided little or no recourse for complaint recognizes that small sense of powerlessness. Internet is an effective tool for getting in contact. When phone calls and emails do not produce the desired response, customers still have a very public discussion board in which to voice their dissatisfaction when bad products and bad support threaten to damage their calm. If you believe that the customer is usually right, make it so by using one or more of the following web sites for consumer grievances. You may read this article: Use these websites for consumer complaints against retailers (http://personalmoneynetwork.com/moneyblog/2012/04/04/websites-consumer-complaints/)

[Manov]

Quick thinking: Once you receive a complaint, don’t leave it. Reply to the letter, email, phone call, blog post or tweet as soon as possible, no matter how outrageous you might think it is.

Observe and take note: Try and be open-minded and understanding about the situation. Write down anything you feel is important and ask questions.

Make an apology: Regardless of your opinion, offering some form of apology can help. While in some cases it may not be legally advisable to apologise, you can still say ‘I’m sorry you feel that way’, ‘I’m sorry that wasn’t our intention’, or ‘I am sorry for your inconvenience’. This shows your sympathy and may help to calm the situation.

Be composed: In high stress situations it’s easy to become irritable, but if you allow this to happen you might say something you regret which could have repercussions for the business. If find yourself becoming irritated, suggest that you’ll call the client back and try to take some time out for yourself to calm down.

Be positive: Try and take an optimistic approach to the problem and focus on what you can do to help rather than what you can’t do.

Think of your business: Whilst you are dealing with a complaint, show genuine concern. This could help turn the situation into a positive outcome, helping with future business dealings and ultimately aiding your reputation as a company.

Communicate regularly: Keep your client in the know if the problem cannot be solved straight away. They will only become irritated if they don’t know what’s happening, so stay in contact and explain how you’re tackling the problem.

Own the problem: If the problem is yours, take responsibility for it solve it as best you can. If it’s not down to you, find out who is involved and make sure you delegate it properly so that all parties know who is responsible for correcting it. As the first point of contact, the client or customer will be looking to you for answers, so make sure you address that straight away and don’t just leave them hanging on.

Discover the reasons: As well as solving the problem in the here and now, it’s important to understand why the problem happened so it can be avoided in the future. Make a note of lessons learnt and see what you can do to change your processes to ensure it doesn’t happen again.

Serious complaints: If you’ve tried to resolve the problem without success, it might be time to call in a third party such as a legal adviser who can offer more impartial advice and a new perspective on the problem.