When a customer provides feedback, no matter how negative, they are providing a valuable opportunity for improvement. And they want to know that they have been heard.
This means responding to complaints with expressions of empathy and understanding such as acknowledging the customer’s feelings and frustrations, or sharing a common experience.
And, if appropriate, reps should let the customer know how their comments will lead to future change. For example, “I will send your comments to my manager and the web development team so that they are aware of the problem.”
Or, “Thank you for alerting us to this problem. I have documented your comments and they will be shared with our product development specialists.”
The combination of personal empathy and a commitment to share problems within the organization will help customer’s feel heard and valued.
More tips for improving service with the right words appears in the March issue of Customer Communicator newsletter.