Tips for Creating a Customer Service Problem Resolution Process
Customers will remember how they are treated when they present a problem to a company, no matter what the outcome is. Consider the following points when creating a problem resolution process for dealing with customer complaints.
- Speed. The process should convey to the customer that you feel his or her problem is urgent and you will work to resolve it quickly and efficiently.
- The customer is right. Make the assumption, at least to start the discussion, that the customer is actually right. Conduct your initial investigation with the idea in mind that the customer's complaint is valid.
- The customer is wrong. If you discover a customer is wrong, remember that we all make mistakes. Do not blame the customer, but use the experience to teach him or her something, if appropriate. Focus on resolving the problem, not on the cause of it.
- Take ownership of the problem. Even if you are not the one who will eventually resolve the problem, you are the first contact the customer has, and you need to take ownership of the problem; moving it along to the right person and then following up to make sure it is taken care of.
- Follow up. After the problem has been resolved, take the extra step and call the customer to check and see if everything is still OK. Find out if the customer needs further assistance and inform the right people if more help is needed.
- Continue to serve. The next time the customer comes in, make sure everyone is aware of the history and acts accordingly, continuing to provide excellent customer service.