How to communicate cooperation — dealing with customer complaints

This section gives you a few useful techniques to help you deal with complaints and builds on the ideas in the section on customer and after sales-service.

Technique 1: Solve the problem

Think of 'How to solve the problem' rather than 'Who is to blame'.

Even if you do not say so to the customer, sometimes it is easy to think:

• "That's not my job."
• "Nobody told me..."
• "That happened when I wasn't here..."
• "I don't see why I should sort out somebody else's mess..."

And sometimes it is easy to blame yourself when a situation goes wrong. You might think:

• "I knew I should have..."
• "I've made a real mess of this."
• "I can't get anything right."

Blaming either yourself or other people is a waste of time. This is not to say that you can't recognise a mistake and learn from it. However, using your energy trying to find out who is to blame just makes you feel angry, resentful or sorry for yourself. It achieves nothing worthwhile. In a job which involves dealing with customer complaints, you are almost always sorting out situations which are not directly your fault. The answer is to solve the problem and take it professionally and see it as just another part of your job.

Technique 2: Find out what they want you to do

Listen carefully and repeat what the customer has said to check you have understood, and know what they want you to do.

Often a customer will approach you with a complaint and with no suggestions for the solution.

He or she might tell you exactly what is wrong. You will be told the whole story and why it caused such problems but often you are left to suggest the solution yourself.

Situation...

You have apologised, listened sympathetically, shown that you understand. What do you do next?

Technique 3: Outline the solution, or the alternatives

Handling an angry person with a complaint is quite simple when you can solve the problem. If you can, say so immediately.

However, there may be occasions when you can't do exactly what they would like you to do. In such a situation, try to outline the alternatives or say what you can do.

Can you think of any words or phrases you could use to suggest an alternative, instead of simply saying 'No, we can't do that'? You could say:

[See suggested answers section, below]

Technique 4: Take charge of the situation. Say "I will" and be positive

To give the customer more confidence in you, use: "I will ..." instead of: "I could..."; "I might ..."; or "I don't ..."; all of which sound weak and negative. For instance, instead of: "I don't think we can do that. I could try to find out for you". Say: "I will go and find out for you."

Using will sounds as if you are really doing something and therefore reassures the customer. "I could try ..." sounds vague and leaves the customer wondering if anything can or will be done.

Now turn the following statements into ones that begin with "I will..."

[See suggested answers section, below]

Technique 5: Tell them what they CAN DO, not what they CAN'T

This is another technique where your response can be positive and active rather than negative and ineffective. Instead of saying 'No', say 'You can...'

This does not always work, as there is not always an alternative. However, there are many situations where you can use this technique. It is much better from the customer's point of view to know what they can do rather than what they can't do.

You can use this technique:

• When you cannot give the customer exactly what they are asking for, but you have an alternative;
• When you would like to help or show that you want to do so but you are not able to do more than convey your goodwill;
• When your customer does not know exactly what he or she wants. Giving customers an option often helps them make their minds up.

Replace each of the following statements with ones beginning with "You can..."

[See suggested answers section, below]

Suggested answers for modules above.

Answers for Technique 2

Ask questions and listen carefully to find out what they want you to do - if anything. Remember that listening to the complaint is sometimes as important as doing something about it.

Answers for Technique 3

"It is possible to..."

"We do have..."

"I will check with the Vet when they have finished operating."

"I can .... but I'm afraid I can't." (putting the positive before the negative)

Answers for Technique 4

"I will see if the manager is available."

"I will go and look in the stockroom for you."

"I will see that this does not happen again."

Answers for Technique 5

"You can find out from the manager. I'll go and find her."

"You can get one from our central store. I will find out if they have them in stock."

"You can come back tomorrow morning when the store manager is here. I'll let him know you're coming." Or "I can get the store manager to phone you when he returns."

"You can see Mrs Smith today, or I can arrange another appointment with her later in the week..."