Have you ever answered the phone to an irate client complaining before you even say the word “Hello”? If you have, you may not have been thinking – “What a great opportunity!”.
It takes a certain temperament to accept complaints, to calm clients, to resolve their issues and maintain their loyalty all in a single phone call. Differentiating between a client that is just calling to let off steam to a receptive ear, and the client with a legitimate complaint can be difficult. Managing a client’s emotions is as critical as dealing with the logic and facts of the complaint. Customer service requires someone who doesn’t just hear, but actually listens. This will create value for clients.
Here are 5 simple tips that you may find helpful…
- Answer your phone in a positive tone – people want to speak to positive people, not a recording or someone who seems uninterested. If you do miss a call, return the call as soon as possible. Stalling on returning a phone call from an irate client just gives them longer to think about why they’re angry.
- Deal with complaints – it is not easy hearing complaints, but taking the time to really listen to the complaint and trying to fix it, will keep your clients coming back. Remember to always follow up on complaints that you have handled to make sure your client is happy with the customer service they have received.
- Be honest – if you are not able to help your client, it is better to be honest than to waste their time. Reassure them that if you are unable to fix their problem you will get someone else to help them and always remember to follow-up to ensure the problem is being taken care of.
- Educate yourself properly – You have the responsibility to your clients to educate yourself on your products. Clients will have more confidence as your product knowledge increases.
- Ask your client’s opinion – find out how they really feel about your product and/or service. Then take their feedback and figure out how you can improve what you are offering.
Good customer service is critical to businesses and is the deciding factor on whether clients continue to place business with you or search for coverage elsewhere. Yes, even above price! We’ve all renewed accounts when our cost was higher and lost when we were lower.
We’d love to hear about how you turned a customer complaint into an opportunity!
Be sure to check out the great Insurance Programs for Condominium Insurance, Cooperative Insurance, Apartment Insurance and Property Manager’s Insurance that New Empire Group, Ltd. offers!
