Ask questions that the client has already answered
Posted: Sun Jan 19, 2025 5:55 am
However, you can ask too many questions or ask the wrong ones. If you ask a question that the customer has already answered because you were following a script or weren’t listening carefully enough, you’re wasting the customer’s time. It tells them they’re not important to you. It tells them you’re not their dedicated advocate for their problem. It tells them it’s them against you. And you never want to be on the other side of a customer complaint.
Do: Do everything you can to solve the problem.
Don't just solve a customer's problem, but prevent the next one in advance. Or solve a current problem in a way that not only fixes it like it never happened, but actually turns it into a great moment for the customer.
For example, not long ago my monthly Dollar Shave Club never showed up. It must have been stolen by one of my neighbors, as the bags in my apartment were strewn on the ground for anyone to pick up. About a week later, I emailed DSC and asked if I could replace the razor they had sent me. I was willing to pay for it, as I didn't think my neighbors' theft was anyone's fault but theirs. Instead, I received this wonderful email:
DSC is cool
Kat at DSC quickly resolved my issue and even maximize profits with our customer leads database offered me more for the future. This was the moment when DSC truly won my undying loyalty. (I know – to a razor company! But that’s what great service does.)
And I know Dollar Shave Club is e-commerce only, but you can use this tip (and all of these tips) on any channel. Good service is good service.
Don't: Be impatient.
When someone has a complaint, put everything else on hold and focus on your customer. Take the time to fix it right. Don't rush and risk making the customer feel cheated.
Do: Be efficient.
Likewise, no one wants to spend hours trying to resolve their issue with a company. Make sure the customer's issue is resolved with minimal time and effort, like DSC did for me.
More?
These nine dos and don'ts are my favorite tips for handling a tough customer complaint situation. If I had to boil it down to one rule, it would be this: DO: Treat your customers like you genuinely care. If you follow this rule, your customers will know you care, and you'll get the results you want.
Treat your customers like people you genuinely care about.
Looking for point of sale software? Check out Platforms' list of the best point of sale software solutions .
Do: Do everything you can to solve the problem.
Don't just solve a customer's problem, but prevent the next one in advance. Or solve a current problem in a way that not only fixes it like it never happened, but actually turns it into a great moment for the customer.
For example, not long ago my monthly Dollar Shave Club never showed up. It must have been stolen by one of my neighbors, as the bags in my apartment were strewn on the ground for anyone to pick up. About a week later, I emailed DSC and asked if I could replace the razor they had sent me. I was willing to pay for it, as I didn't think my neighbors' theft was anyone's fault but theirs. Instead, I received this wonderful email:
DSC is cool
Kat at DSC quickly resolved my issue and even maximize profits with our customer leads database offered me more for the future. This was the moment when DSC truly won my undying loyalty. (I know – to a razor company! But that’s what great service does.)
And I know Dollar Shave Club is e-commerce only, but you can use this tip (and all of these tips) on any channel. Good service is good service.
Don't: Be impatient.
When someone has a complaint, put everything else on hold and focus on your customer. Take the time to fix it right. Don't rush and risk making the customer feel cheated.
Do: Be efficient.
Likewise, no one wants to spend hours trying to resolve their issue with a company. Make sure the customer's issue is resolved with minimal time and effort, like DSC did for me.
More?
These nine dos and don'ts are my favorite tips for handling a tough customer complaint situation. If I had to boil it down to one rule, it would be this: DO: Treat your customers like you genuinely care. If you follow this rule, your customers will know you care, and you'll get the results you want.
Treat your customers like people you genuinely care about.
Looking for point of sale software? Check out Platforms' list of the best point of sale software solutions .