Computer programs for dealing with customer complaints. Dealing with complaints is a simple instruction that any business can use. Sample regulation for dealing with customer complaints

Any service business makes mistakes in their work, so there are always dissatisfied customers. This is fine.

Can Complaining Be Beneficial? Can!

Let's look at some statistics

The complaints received are just the tip of the iceberg. Statistical studies show that only 2% of the total number of dissatisfied customers talk about their dissatisfaction. In other words, if something went wrong with 100 customers, then you will only hear complaints from two.
Statistics say that an unhappy customer will tell 10 other people about his dissatisfaction, while a satisfied customer will tell only five. With the development of the Internet, the first number can be multiplied by 10. And if a client describes his dissatisfaction on the Internet, then a lot of people can see this record potential clients and refuse possible cooperation.
If the client's problem is solved, then 90% will come to you again.

Here are some simple statistics. Everything in it suggests that customer complaints should be given special attention.

Why customer complaints are good? Is it okay when your customers complain? Definitely yes. There are several reasons for this: First reason- a person is always happy when his problems are solved, and you will earn another loyal client. The second reason is that you have the opportunity to look at your business through someone else's eyes, from the outside. This can provide an opportunity to find weaknesses and eliminate them.

We have prepared for you

A Complete Step-by-Step Guide to Handling Complaints

Stage 1. Find out the nature of the complaint

1. Listen to the complaint and let the client talk. Be extremely polite, empathize. Your client needs to see that he is talking to a real person who understands his problem. In this case, the dialogue will move in the right direction.

2. Ask questions in order to better understand the problem. It also helps bring the client out of an emotional state and into a state of reflection on your questions. Thinking about the questions, trying to remember the details of the incident, he goes into a state of logical reflection.

3. In no case do not react emotionally, do not take customer complaints personally. Your client is dissatisfied with the current situation, not with you, even if he tries to insult you.

Step 2: See if you can help the client

3. Determine what the essence of the complaint is, whether you are able to correct it. After all the questions and clarifications, it should be clear who is to blame and how you can help. If your company really did something wrong, go straight to the next point. If, in fact, you did everything right, and it’s not your fault at all, tell the client very gently about this and try to help him solve the problem, if possible.

4. Immediately admit your guilt if you are really guilty. And move on to the next step.

Step 3: Solve the problem

5. Suggest solutions to the client. Explain to him why the problem arose and how you will solve it. The client should leave you with the feeling that his problem will be solved.

6. Solve the problem accurately and within the agreed time. Remember that the second time you can not make a mistake!

That's how easy and without hassle you can turn the client's complaint to mutual benefit. The main thing to understand is that the client is angry at the situation as a whole, and not at a particular employee.

The receipt of a claim from customers does not mean that the entrepreneurs made a mistake in doing business. For business owners, the main task is to establish communication with consumers.

Properly using the algorithm to consider incoming applications from buyers, it is possible to find a way out even from difficult situations - for example, when the sold product really turned out to be of poor quality.

Depending on the type of claim, the content of the instructions also depends, because in accordance with this, the terms that are provided by law to Russian companies differ.

What is the work with complaints and claims of buyers?

adopted in Russia general procedure work with customer claims, however, many companies are improving the algorithm of this technology. If the existing basic algorithm is followed, the loyalty of the buyer is guaranteed to increase. And all because the client will know: it is important for company representatives to know his opinion, and they are ready to conduct two-way communication.

This procedure will help to get as close as possible to the consumer. Thanks to this, it will be possible not only to earn the respect of the client, but also to better understand the essence of the problem.

Details on how to respond to a buyer's complaint are available.

What are the main ways of dealing with complaints and claims?

Even if the complaint is unfounded, it is still not necessary to ignore it.

Modern books, the basics of which businessmen should know, describe the main ways to consider applications from customers:

emotional empathy;
Argumentation and direct assistance;
Open questions;
Apology;
Buyer satisfaction check.

The method is chosen by the entrepreneur himself, depending on the specific situation.

Rules for dealing with complaints and claims of customers

Buyers need to work according to the instructions. You should never be aggressive with them, but you don't need to be overprotective either. Carefully study the appeal and agree to be responsible.

Customer needs must be met as quickly as possible. If an immediate solution is not possible, it is recommended that the response to the buyer indicate as precisely as possible when the problem that has arisen will be resolved. At each stage, you need to conduct close communication with the consumer, and check how satisfied he is.

The main task for the entrepreneur is to determine the reason for which the complaint could have been received. It is important to determine immediately what state the consumer is in - calm, aggressive or irritable. It is also necessary to find out how the employee himself, who made a mistake, understood the situation that had arisen. One of the main rules in the existing algorithm is the constant stimulation of feedback.

Rules for dealing with complaints and claims of buyers

Often, a company has a policy for dealing with customer complaints, and it is publicly available. Clients have the opportunity to read the text of this regulation on the official website.

Regulation starts with general provisions and definitions of the main concepts. The following describes instructions for customers on how they can file complaints. A key place in the regulation is the algorithm itself for handling complaints.

Sample regulation for dealing with customer complaints

After reviewing its content, one can be convinced that the main thing in the text is the procedure for presenting complaints and the procedure for their consideration.

With regard to the instructions for appeal, it is indicated that the communication is drawn up in writing. It is possible to write an application via e-mail or by voice - by phone. The message must not be anonymous. It fits in or full name for individual, or name for legal entity. A return address is also mentioned. Customers are asked to describe the problem in as much detail as possible.

In the order of consideration, it is recorded who is responsible and how much time is available to resolve the issue that has arisen. A written response to the consumer is required.

Algorithm for dealing with complaints and claims of buyers

In different companies, the procedure for working with customer claims may partially differ, but in general it is similar. At most the next day, the appeal is received by the responsible person. The application must be registered in the Call Log. Next, an investigation is scheduled with the participation of company employees.

After that, a reasoned response is prepared for the complainant. The whole procedure takes about five to ten days. The result of the review must also be entered in the Journal. After that, the response is signed by the manager and sent to the client.

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Customer dissatisfaction can extend to the service, the actions of company employees, the quality of services and goods. In each case, it is necessary to understand how to deal with customer complaints.

You should not be afraid of complaints from customers - after all, they indicate the shortcomings of the company and the possibility of further progress.

A complaint is a client's request for a response on a specific given situation. First of all, the complaint confirms the desire of the client to report his dissatisfaction or the reason for the offense.

Since the expansion of the circle of customers depends precisely on the loyalty of current consumers, with proper organization work with their incoming claims, you can achieve progress in your company and increase loyalty target audience, with stable income growth.

At the same time, if a justified complaint is left unattended, the company loses not only one client, but also his acquaintances.

Customer dissatisfaction suggests the right paths for development

Of course, solving situations with dissatisfied customers is additional work, but with a competent approach, correcting mistakes is a serious resource, a path to company growth: to improve the quality of services, to expand the range.

The main algorithm for dealing with customer complaints

We offer to work with customer complaints following this algorithm:

accept the claim;
give a primary answer;
if it is not enough to resolve the issue, we register the received appeal;
find out the situation;
form a response to the client;
respond to customer complaints;
develop a corrective action plan.

How to accept a claim and respond to customer complaints?

Every employee needs to be able to respond quickly to a complaint. In any case, it is important to be polite, friendly and responsive to the issue.

Primary Response

It is important that the first response to a claim occurs as quickly as possible. Immediately in response to a complaint, it is necessary to give a positive answer that will reassure the client. If the problem can be solved immediately - it must be done. If it requires elaboration, you need to “take a break”, giving the client a deadline in which you can answer him. It is important that the second contact this issue took place no later than the date indicated by you. Only in this case, the client will be sure of the care of the company.

There are claims that do not require analysis in the company, but there are also those that require careful discussion in the team and decision-making.

Registration of received appeal

All received claims are subject to fixing. This function is performed by an administrator, client manager, manager, quality director or marketer, or other person who is responsible for this in the organization.

Recording complaints is done in order to identify the most correct ways to eliminate deficiencies in work and services.

Clarifying the situation, understanding the reasons for the complaint

The representative of the company responsible for quality processes the received complaint.

First of all, it is necessary to find out the situation: to find out the opinion of the client, the opinion of the employee who accepted the complaint, as well as the employee to whose work it relates.

Then you need to determine whether the claim is justified.

In the case when the fault of the employee or the company is not in the problem that has arisen, you need to understand that the complaint is a request for communication. Do not leave the client with your problem, try to offer him a way out of this situation. Be polite and kind.

If the claim is justified, form a response for the client.

Forming a response to the client, resolving the situation

If fault is found on the part of employees, it is necessary to provide the client with an apology, getting rid of the identified shortcomings. Experience confirms that it is better to get rid of small claims first, and only then to identify the causes and perpetrators of the failure in the company's work and take punitive measures.

So, we will need measures to eliminate dissatisfaction on the part of the client. If you need to apologize, think about how, in addition to verbal appeal, you can level the situation with the help of own resources. If you need to apologize from the company - offer the client additional service free of charge or even a course of services, if it is required to correct the wizard's error. If the problem is not related to a specific service that was not performed correctly, you can offer him to go through a new procedure that the client has not used before. To do this, before making a decision, you must study the client card, decide on his preferences and offer a service that he might like. Thus, for you it will be akin to an individual promotion and, perhaps, in the future, the guest will expand the range of selected services.

When resolving the situation, it is also necessary to determine whether the proposed measures fit the client, whether he is satisfied with the proposed solution.

Formation of a corrective action plan

At the next stage, it is necessary to understand the causes of this problem, eliminating them directly and other identified shortcomings in the provision of services.

Actions should be planned to improve work processes to prevent similar problems in the future.

Regular discussion of complaints should address their substance. This will identify if there are frequent problems that require one solution, as well as determine a plan of action.

We should also not forget to pay attention to how quickly the problems were fixed.

Established feedback

In today's competitive environment, reliable and stable customer feedback is essential.

There are clients who are not comfortable speaking, complaining out loud, especially if it is a complaint against a third party (for example, telling something to the administrator about what they did not like about the work of the master). For such clients, it is very important to make printed questionnaires in which they can tick off or state the essence of the claim in the window intended for this.

However, it is also necessary to teach your employees to listen to the guests, to bring them to a conversation. They must also understand how to respond to customer complaints and what fast ways The solutions are in their arsenal. It is important to convey to the staff that complaints or comments are normal in the work of any organization, and active work with customers will help to improve the work of the company, show care for consumers, which they will definitely appreciate

Even the most successful companies Dissatisfied customers appear from time to time. However, most of them, as a rule, do not spend their time complaining. They just go to the competition without even bothering to let you know when and how your company failed to meet their expectations. The good news is that, according to statistics, 95% of those who complain are willing to give your company a second chance if you can deal with their complaints successfully and quickly. So what's the secret effective work in this direction? How do you turn a customer complaint into a positive experience and win their favor?

What matters most is your attitude.

Key to successful work with complaints - in the right attitude towards them. Everything is very simple. Get the most out of customer inquiries by treating them as voluntary feedback, which is always a valuable source of information about your business. Customers don't complain just to upset you or be rude. They do this because they had a problem using your product or service, and now they're just letting you know. Why not use this feedback as a great opportunity to find out where your business can be improved? Here are six tips to help you every time you deal with an unhappy customer.

Customer Complaint Handling Strategy

Respond immediately

Make sure that every client who contacts you on the phone, through live chat, social networks or by e-mail, gets a quick response. Even if you cannot provide an immediate solution to his problem, at least let him know that the complaint has been heard, taken into account and that you will do everything possible to correct the situation as soon as possible. has a hold message feature that is displayed whenever the operator is busy. Thus, the client understands that his appeal has been received, and a response will be received soon.

Keep calm

No matter how angry or even rude your client is, you must remain calm and listen without interrupting. And although defense is a natural response to attack, remember that "winning" such an argument will not do you any good. Allow the client to speak and express their frustration without taking it personally or losing their temper.

Find out the facts and details

After letting the client talk, take the initiative and start asking questions to find out everything you need to truly understand the situation and the essence of the problem. At the same time, it is important to avoid too formal and formal tone. Use the current circumstances as an opportunity to start a frank conversation and build trust.

Admit a mistake

If the error is indeed your company's fault, acknowledge it and take responsibility for helping the client resolve the issue. You can also apologize. The fact that you apologize does not necessarily mean that you take the blame personally. This demonstrates to a greater extent your empathy, understanding of the feelings of your client and his frustration with the situation.

Suggest a viable solution

Now that you know all the facts and the heart of the problem behind the customer's complaint, it's time to come up with a workable solution. If you can't do it, pass the application on to someone who can. If you are able to correct the situation properly and in a short time, you will get a happy and, in all likelihood, a loyal customer.

Thank the client

No matter how unpleasant the conversation with the client was, you should still thank him for contacting him. When the issue is resolved, thank them for bringing your complaint to your attention and helping your business improve. This will help the client feel important and valued.

Minimize reasons for complaints

Knowing how to solve the problem that caused a customer complaint and being able to do it successfully is, without a doubt, an integral part of the success of your business. But, even more importantly, you will be able to learn from such situations that you will use in the future to minimize customer complaints. Do what needs to be done - improve your product, adjust your workflow if necessary, train your staff, and so on. Also, be honest with your customers first and foremost about your products and services, don't give them false promises to avoid unrealistic expectations and disappointment.

RULES FOR WORKING WITH COMPLAINTS

1. Give thanks.
2. Explain why you are grateful.
3. Apologize for the mistake you made.
4. Promise to take immediate action to fix it.
5. Get the information you need.
6. Fix the mistake quickly.
7. Check if the customer is happy.
8. Do your best to prevent similar mistakes in the future.

1. THANK YOU.

Whenever you hear a complaint, your first word should be, "Thank you!" – regardless of the nature of the complaint and no matter who your client is.
Remember that a customer who comes with a complaint is your friend. He is doing you and your organization a favor; makes it possible to develop, improve quality, and, perhaps, even survive in the face of fierce competition.

2. EXPLAIN WHY YOU APPRECIATE THE COMPLAINT.

Saying "Thank you" is not enough.
The word "Thank you" without any explanation can sound like nothing, a cliché recorded on tape.
Therefore, it is necessary to explain why you are grateful for the complaint. For example, you could say, “Thank you, I really appreciate that you pointed out my mistake to me. This gives me the opportunity to fix it."
"Thank you, your complaint gives us an opportunity to improve our work."
When giving explanations, maintain a sense of dignity.

3. SORRY.

Be sure to apologize, regardless of whether the mistake was made:
-you;
- one of your colleagues;
-your boss;
-subordinate;
Apologize even when the complaint is not justified or there has been some misunderstanding. But don't try to explain who made the mistake.

4. PROMISE TO TAKE ACTION IMMEDIATELY.

Reassure the client that you will take the necessary action immediately. Do this whether you or someone else will be handling the complaint.

5. GET THE INFORMATION YOU NEED.

Now you can ask for the information you need to fix the error. For example, you can say: "Could you help me with information that will help me quickly fix the error ..."
Make sure that your questions do not seem like an "interrogation" to the client.

6. FIX THE ERROR. DO IT FAST.

7. CHECK IF THE CLIENT IS SATISFIED.

It is not enough to just fix the error, you also need to make sure that the client is happy with how his/her issue was resolved.

8. PREVENT MISTAKES

Analyze the complaint:
Why was the client dissatisfied?
-What was wrong?
-What caused the error?
Treat the cause of the error, not the symptom. Take steps to prevent mistakes and reduce the risk of them happening again.

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