GoResponse Telephone Answering Service Staff

Tips for dealing with complaints

Good standards of customer service mean that complaints should be few and far between, but every now and then there will be an issue that has not been handled to the satisfaction of the customer, and clients may need to deal with a complaint.  Call centre staff are trained to handle customers that are difficult or who may be upset due to these issues and will resolve them as far as possible.

The main skill that the client and the call centre staff need is the ability to stay calm and listen.  Letting a customer vent their anger can be a good idea as in all that information they are giving is the problem, and, therefore, a potential solution.  By staying calm the person taking the call can help the customer to calm down.

Sympathy for the customer is essential.  It shows a level of understanding of the problem that will be needed in order to repair the client-customer relationship.  It may sound as though the complaint is being directed at the person taking the call but it is important to remember that this is not the case.  The customer sees the telephone answering service and the company as being the same.

Being able to offer a solution is important.  This can only be done once the problem has been identified.  It is important that the solution meets the needs of the client and that they agree.  Call centre staff will be aware of how far they are able to offer a solution without consulting the client.

award winning