If a complaint has been identified or received, then the next step is either keeping or losing the customer. LAAF is an efficient four-step process that details the effective solution of complaints. Why not dig, reduce stress, and increase customer loyalty? This is Part 2 of LAAF's Complaints Management Skills.
Listen to it
Even if you feel that all we hear is that customers complain, this is a very different kind of silence. The LAAF model involves a kind of active silence that requires not only attention but also intent. The intention to honestly understand customer complaints is that we have been troubled by not completing or exceeding expectations and knowing how things are right. Effective listening allows us to show empathy and understanding that shows clients that we really care about them and how sorry the mistake is. Begin by telling the customer to express your concern. Employers' names and account numbers are starting too many companies. After you receive the customer, wait for a pause or end of the sentence to request the correct information. Exceptional Listening:
- Requires Interests and Intentions
- Sincere Intent to Understand
- Demonstrates Empathy, Understanding, and Concern
- Shows Your Client Interestingly
One of the most important steps to dealing with complaints is often simply to apologize sincerely. It is often difficult for team members and team leaders to apologize to customers because they complain of something that is not their "mistake." When handling customer complaints, we have to take full responsibility for the mistake and sincerely and sincerely apologize to the mistake. Again, this step will help us to appreciate the value of the customer's business with the support of empathy and support. It is a very effective and easy way to maintain eye contact when dealing with complaints.
For example, if you have a pricing complaint, the customer may turn to the service counter and share your complaint. In many cases, while the customer continues to be dissatisfied and frustrated, we often work on the problem, process refunds, etc. And you can really make the problem worse, you think they are ignored. On the phone, set up a contact in the workspace to focus on and make sure you use an oral question such as "I see ..", "Tell me more …" or ask one or two questions. An apology can simply be said: "I'm sorry I did it, I'm sure it's frustrating. When I apologize, it's useful:
- Take responsibility for the mistake you probably did not do, but" own "because you work there
- Honest , true apology for the problem or problem. Show empathy and support
- Keep eye contact on your phone with a touch point in the workspace to look and use non-verbal signals
- Describe the Discomforts that Affect
- Confirm that this was our mistake and take full responsibility
- Be Affiliated
- Find a friendly fix
- Take action
- Give an acceptable and enjoyable solution
- Compensate a customer for inconvenience
To be aware of it
It is as important as the apology, "Confirmation" is equally important. Admission of the complaint is important because it allows you to recognize good students. It is important to recognize the inconvenience they have caused them. For example, a picture of a mother who buys her 7-year-old birthday with a child's house. In the store you buy toys, gifts and of course a birthday cake. When he comes home and his guests are ready to sing the "Happy Birthday", he realizes he has left the candles on the bag of the bag. This problem is much bigger than getting your candle, you may feel like you've ruined the party. In this scenario, acknowledging that this was a mistake, even if not, it facilitates the client's stress and estimates that we are accountable and what we are there.
Finally, after we listened actively, we apologized for the mistake and acknowledged the inconvenience caused, we now have to find a friendly FIX! When you complain, you have two issues: how it affects the customer (frustration, anger, confusion, discomfort) and the problem itself (poor quality, no follow up, error, long lines). Friendly repair means that every area needs to be taken care of. See, you can make a refund, but if you do not deal with the uncomfortable situation of your customer, you're still unhappy. Few people with customer service responsibilities will ever learn this. Therefore, recognition and apology are so important
We need to act quickly and provide an acceptable and pleasant solution for the customer. As we learned, "If you make a mistake, then the benefit of the customers." "Repair" itself is very important in dealing with customer complaints. However, steps leading to "Fix" can dramatically affect the customer's experience. We provide the best Fix solution in the business, but if we do not take the time to actively listen, we fully understand the inconvenience caused, take full responsibility, apologize, and take the right steps. interrupting the connection and losing the customer. Remember these points
In summary, the LAAF model is an effective, easy-to-follow, step-by-step approach to address customer complaints. This process enables us to respond effectively to the customer's need by presenting empathy, understanding and accountability for the effective handling of complaints. In addition, heated anger among wrathful clients has spread in heated discussions.
And finally, it helps to strengthen customer relationships to build a loyal customer base. Paying for you this will make the job easier and more enjoyable because it can even help customers if they complain. And we feel good about how it works because it works.
Source by sbobet