Whatever business you run, keeping your clients happy is a crucial component of your business survival and goes a long way to make it successful.
Still, at some point, you will probably face some customer objections. In most cases, the way you handle these complaints can make a difference in whether you keep customers in the long-term perspective, either lose them forever.
Below, we’ll provide you with 7 tips to make your company more proficient at managing complaints and resolving them in a way that satisfies both customers and your business. So, here’s what we recommend:
1. Start with giving a sincere apology
Despite there are many factors influencing outcomes of your online service work and some of them aren’t your fault, your business should take responsibility for any product-related problem. Sometimes, even a small gesture of apology (it may be a client package upgrade or a gift/discount certificate for the next purchase on your website) can result in a future positive recommendation instead of your reputation failure.
2. Show that you are listening
As a business, you might deal with complaints and handle them regularly. Still, from the customer’s point of view, his/her complaint is unique, and every client wants to know they are understood while their problems are heard. Reasonably, they are hoping you are willing and able to take care of the problem and fully complete their initial request. No matter what the situation is, treat every complaint as a chance for your resume writing team to advance its proficiency and learn to appreciate your customer for the feedback, whatever it was.
3. Ask instead of just telling
Remember that customer support isn’t always about being right, sometimes it’s rather about being willing to make it right. The challenge is to handle the situation showing that you are willing and able to address any other issues the customer may have. To do that, develop and use supportive questions applicable to your field of activity.
Keep away from asking customer questions like “Is there anything else wrong?”, as it will probably lead your discussion to a negative outcome. Conversely, querying on your further assistance with simple “How else can I help you today?” will demonstrate that your brand cares about its clients.
4. Empathize your customer
When dealing with negative feedback try to imagine how would you feel if you were the one making the complaint. Understanding your client’s feelings is a principal element of excellent customer service, especially when it comes to such an exclusive service as crafting one’s resume.
Let the customer deliver his/her feelings and do everything within your capabilities to resolve the issue. The aforementioned approach to solving problems in difficult or challenging situations will make your clients feel more than just a number on a database. They will calm down and trust your service more.
5. Offer a solution
Find out what kind of resolution would satisfy your client. If you can give them what they want, do it. In the adverse situation, try to find the alternative way out to stating your service’s customer loyalty. Finding some sort of satisfying compromise will prevent you from making a promise you cannot commit. Be polite and attentive when offering any type of solution. Take charge of the situation without delays and inform the customer what you are going to do to resolve the situation.
6. Maintain your brand’s social media presence
These days, social media platforms have gained the biggest popularity ever, and the job search market hasn’t become an exception. Modern businesses are more and more likely to use social media as a key means of communication with the public. With job search announcements gradually shifting from formal web platforms to social media channels, more and more users pay attention to the informal brands’ presence. For instance, the one who wants to order a personalized writing service will probably look through Resumewriters.com complaints to check whether your services worth his/her time and money based on other customers’ reviews.
7. Act on the obtained knowledge
To take the most out of customer complaints, keep comprehensive records of all initial problems your resume writing service faced and how did you solve it. Having those in a distance of several clicks will enable you to identify common issues your customers struggle with and take actions to enhance the processes of your service. Resolving customer complaints will also benefit you in a better understanding of their needs and improved chances to retain them as loyal customers.
In brief, there are several commonly used criteria to evaluate a resume writing service. Customer feedback, either positive or negative, is among the most influential ones. Having a clear plan for dealing with customer complaints is a strong tool for your customer service team to manage unhappy customers quickly and effectively.