A big turnoff for customers today is bad handling of their complaints about your product or service. As soon as they walk out the door because of bad customer support, you can expect them never to come back to you again. This could lead to your business demise since customers are your lifeblood. Without customers, a business cannot exist – let alone achieve success.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
So, how do you handle complaints in order to enhance customer experience and increase your chances of getting repeat business with the same customer? Here are some tips you can use for your customer support department:
Listen to customers carefully. Listening is the hardest thing that people do nowadays. In fact, because of multi-tasking, listening is not only hard but nearly impossible at times. So, turn the tables around and try to listen intently to your customers. When they talk to you, make sure that you do not interrupt them. Let them finish what they want to say.
Empathize with their complaints. When you talk about empathy, it means being able to put yourself in your customer’s shoes. The customer should feel that you understand what he/she feels and you will do whatever is in your ability to provide solutions to their issues.
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