Pleasing a Complaining Customer: A Sorry is Not Enough

Be it east or west, customers have always been God of any enterprise and remain so. They are the root of our growth and prosperity. Companies are boasting of revenues and figures on their behalf. But sometimes when things go wrong and customers start complaining about the products or services we serve them. Would a sorry do? Would it be suffice?

The answer is simple and frankly - A big NO. Customer Care, a good customer care always needs to go to extended length and a pleasing mile.

In this era of globalization, where companies are seeking new horizons of growth and customers from every place of this world, customer services have become an integral part of business. Call centers are being hired to leave no stones unturned to please customers and resolve their queries and complaints. Call center outsourcing has done miracles and proved its salt in the battle of winning the hearts of customers. It has become the backbone of any business.

Customer Care Support is fundamental part of inbound call center. Though, call center now deal in many areas and expertise, this domain has been largely associated and identified as their core functional area.
Though, BPOs imply many quality measures, still there can be mistakes and margin for errors. To help Customer Support Executives out of this misery, here are some tips to rectify the failing customer service:

1) Be Straightforward: We are not telling you to be rude. We are telling you to ask for apologies and get the blunder fixed, As Soon As Possible. If you feel, there is nothing wrong on your part, be gentle and then figure out a way to break the news to him as per the situation.

2) Be Thankful: They could have left you for worse. You could have continued to make mistakes to make matters irreversible. Thankfully, they chose the other way round and opted to tell you. Thanks and Kudos to them.

3) Be Sorry: Be sorry for the services that have not been up to the mark your company promises to deliver.

4) Be Ready: Ready to resolve. Always offer a quick solution. If somehow, the solution is beyond control and would take time, request their patience and time both.

5) Be Amenable: Seek their approval and convenience. In case, they need cab in next 15 minutes but you can only make an arrangement in half an hour or so, you should know if they can wait for that time or not or would it be convenient for them to push that long.

6) Be a Problem Solver: A client’s complaint can actually be boon in disguise for you. You can know what you have been missing in terms of your Customer service and what you can do for its betterment.

7) Be a Follower: Do not forget after the complaint is resolved. Check with them, if they are happy with your products and services now.

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