How a company responds and resolves complaints and claims makes a difference compared to the competition. How the company treats customer needs, their bad experiences and problems are critical to its image.
Below, we show some points that we consider essential to handle complaints and claims:
- The most important thing is to know how to listen. Pay attention to the cause of the complaint or claim. Put yourself in the client’s position, understand how they feel and always show empathy.
- Know well what the process is for managing complaints. It must be clear from reception, registration to resolution.
- Solve the problem. This is the ultimate goal, and you have to get involved. It is essential to identify the cause and know what the client wants. You have to analyze the problem to try to find the best solution. It is only possible in some cases. However, the client values the intention and searches for other alternatives.
- It is a form of learning. Through complaints and claims, companies have the opportunity to identify things to change to improve the customer experience.
- Maintain continuous communication. The client must be informed of the process at all times. Transparency is vitally important. It is a sign of interest towards the client. His claim follows the process, and the client should know about it.
The role of a virtual secretary
A virtual secretary can deal with customer complaints and claims. They have the necessary knowledge and skills to do it.
- Listen. As mentioned, listening is essential and virtual secretaries are prepared for it.
- Professionalism. They are empathetic and know how to remain calm and polite when the client is upset or angry.
- Record what happened. Take note of the information and data that cause the claim. Describe the problem and the client’s data.
- Investigate the issue to provide the best possible solution. Includes communication with other departments.
- Offer an apology. Along with listening, it is another of the most critical points. Any customer who has a complaint or claim should receive an apology. As well as recognizing mistakes.
- Offer a solution. The client must receive an explanation of the possible alternatives to the problem and the estimated deadlines.
- Follow-up: Once an answer has been provided, follow up with the customer to ensure they are satisfied with the resolution and have no further questions or concerns. Follow-up demonstrates your continued commitment to their satisfaction.
Also Read: Why Is Company Training Important?