Identification should include the following principle steps:
- Listen intently.
The customer needs to tell the story and feel that it has been heard.
- Thank the customer.
Thank the customer for bringing the problem to your attention.
- Apologize.
Sincerely convey to the customer your apology for the way the situation has made them feel.
- Seek the best solution.
Ask what the customer is seeking as a solution. Often it is less than you initially thought you would have to give.
- Reach agreement.
Seek to agree on the solution that will resolve the situation to the customer's satisfaction.
- Take quick action.
Act on the solution with a sense of urgency. Customers will often be impressed more by your immediate attention than the solution itself.
- Follow up.
Ensure the customer is completely satisfied, especially when you have had to enlist the help of others for the solution delivery.
Process/Skill Questions:
- Why do consumers complain? What complaints have you had as a consumer?
- What constitutes a valid consumer complaint? An invalid consumer complaint?
- Why should a consumer complaint always be in written form after the first step?
- Why would a consumer consider taking legal action to resolve a consumer complaint?
- How might a business respond to consumer complaints?
- Why is it important to listen to the customer?
- Why should you show empathy for your customers?
- What is meant by the statement, "the customer is always right"? When is the customer wrong?