When something goes wrong with a customer, it is important to have a plan in place for how you will respond. Defending yourself and trying to shift the blame is not the best way to handle the situation.
Siding with your customer and helping them through their issue is the best wayto show that you care about your customers and their experience with your company.
If you are not sure how to respond to a customer who has a problem, here are seven ways that you can respond:
SINCERE APOLOGY
The first way you can respond is by apologizing. A simple apology can go a long way in diffusing the situation and making the customer feel like their concerns are being heard.
Example: One customer service experience I had while working in the international aviation industry was a particularly difficult one. A passenger had arrived late at the ticket counter and found out that his flight had been overbooked. He was understandably angry, loud, and frustrated. I apologized for the inconvenience and explained the situation to him. Then, I offered to find him an alternate flight or help him rebook for another day if he could not get a seat on his original flight. Thankfully, he accepted my offer and we were able to find him another flight that worked with his schedule. I apologized again for the inconvenience and thanked him for his understanding. We both parted ways feeling satisfied that the situation had been resolved without too much hassle or stress.
EMPATHY
You can respond by empathizing with the customer. Empathy shows that you understand how the customer is feeling and that you are sympathetic to their situation.
Example: As a coach, you may find that sometimes clients are unable to pay their bills ontime. In these cases, it is important to empathize with the customer and let them know that you understood how they are feeling. You would then work with them to resolve the issue as best you can.
Case in point …Recently, a client of mine called to inform me that they were unable to pay their bill on time. Immediately, I empathized with the customer and expressed my understanding for their situation. I asked them to tell me more about what happened and how I could help. After listening to their explanation, it became clear that the delay in payment was caused by an unexpected financial hardship.
I offered my sympathy and assured them that we could work together to find a suitable solution for resolving the problem. We discussed options such as changing the payment schedule or setting up a payment plan so that it would be easier for them to make consistent payments every month. In the end, we were able to reach a satisfactory arrangement that allowed my client to continue our services while still taking their financial situation into consideration.
ASK QUESTIONS
Another way to respond is by asking questions. This shows that you are interested in understanding the customer's problem and finding a solution.
Example: Your coaching clients may feel challenged by technology. To eliminate their frustration, set up Office Hours with tech support. One day a week, they can call into a Zoom and ask questions about what they are trying to do and tech support can guide them on how to do it. This would help her understand the problem and find a solution.
ACKNOWLEDGEMENT
Another way to respond is by acknowledging the problem. This shows that you are aware of the issue and that you are taking steps to fix it.
Example: If a customer received a damaged item from your company, you would want to acknowledge the problem and apologize for it. You would then work with the customer to resolve the issue, whether that means sending them a new item or giving them a refund.
OFFER A SOLUTION
Once you have gathered all of the information from the customer, you can then offer a solution. This shows that you are willing to work with the customer to resolve their issue.
Example: After gathering all of the information from the customer, offer a solution. This would often involve walking them through the steps to resolve the issue or providing them with a work-around.
FOLLOW UP
The last way to respond is by following up with the customer. This shows that you are committed to resolving the issue and ensuring that the customer is satisfied.
Example: After offering a solution to the customer, follow up with them. This usually involved checking in to make sure that they were able to resolve the issue and that they were satisfied with the resolution.
THANKING THE CUSTOMER
Thanking the customer shows that you appreciate their business and that you are grateful for their feedback.
Example: Even if a customer is complaining, they are still giving you an opportunity to improve your business. You should thank them for their feedback and let them know that you will do your best to resolve the issue.
These are just 7 ways that you can respond when a customer has a problem. What is most important is that you remain calm and try to find a resolution that will satisfy the customer. Customer service can be challenging, but it is important to remember that although the customer is NOT always right, without them, you have no business.
Do you have any other tips for responding to a customer who has a problem? Share them in the comments below!
