Resolving a customer dispute by CSnotepad virtual receptionists of Brighton & Hove, Sussex

Tuesday, August 20th, 2013

Interested in using our virtual receptionist service? Click here.

There are many studies showing that if you please one customer they may tell one or two friends about the great experience they had. However, if you upset a customer you can be sure they will tell ten more people. Therefore making it even clearer that it is vital to your business to make your customer happy rather than leaving them upset.
Great customer service is actually remarkably easy! Giving your customer what they want really is as simple as it sounds. With that in mind, here are five useful tips in resolving customer complaints.

1. Answer the call quickly and efficiently.
This really does matter. Imagine you have a very unhappy customer. They call you to express their frustration and the phone just rings and rings. Everyone knows that this can be terribly annoying. Imagine how much worse it makes the situation when the customer wants to get something fixed! Waiting will just make them more upset. Having a virtual receptionist means you don’t have to stop working and rush to the telephone. Your virtual receptionist will do this for you, and quickly.

2. Listen to what they are saying.
Everyone is busy at work, with limited time to do everything. But if you don’t make time to listen to what your caller is saying then they’ll be even more upset with you. You need to take the time to listen to why they are upset and what you can do to rectify the situation. Your virtual receptionist can offer this time.

3. Apologise to the customer – and be sincere!
It can be very difficult to say those words, especially if you feel that the customer is the one in the wrong. However a caller will calm down considerably if you listen and then simply say “I’m sorry”. Not you are sorry they are upset with you, but genuinely sorry they have had an unsatisfying experience with your company. It doesn’t matter who was right or wrong, it only matters that the customer’s experience was less than expected. Your virtual receptionist will always be sincere.

4. Ask your customer what they want you to do to make things better.
Find out what solution you could give to improve the situation. You may not be able to do what they are asking, but showing that you are trying to use your initiative to resolve the problem is a great place to start. Your virtual receptionist can share this information with you.

5. Do everything you can to accommodate the customer.
Obviously the last thing you want is to lose money by giving them a full refund, but imagine how much money you would lose if that one unhappy customer went and told all their friends about the awful experience they had with your company. Is refusing to comply with the customers’ requests for money back really worth all the negative publicity you may then receive? Your virtual receptionist can relay your decision.

Never forget that every unhappy customer is just a person who wants to make things right. Making sure you do everything in your power to keep them content will be invaluable for your company. A virtual receptionist from CSnotepad of Brighton & Hove, Sussex can bring you one step closer to ensuring you are doing everything you can to keep your customers happy and business running smoothly.

Interested in using our virtual receptionist service? Click here.


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