Here is your Daily Dose of Amazing Service:
When handling a customer complaint, listen completely.
And here are some additional thoughts on this topic…
The number one thing customers tell us they want is employees who LISTEN. This is in ALL customer interactions, not just those involving complaints. But it’s even more important when a customer is complaining. This is make or break time. How well you listen (or appear to listen) will determine if that customer ever returns.
Give them your complete attention. Don’t multi-task. Don’t “half-listen”. Focus only on them. Let them say everything they have to say. Let them finish before you start saying anything. Write down what they are telling you and get specifics from them. Then confirm that you understand. Do this part well and the rest of the complaining process is much easier.
Here’s something that can help improve anyone’s listening skills. Download the Listening Assessment form from this page. First, use it to evaluate yourself. Then have people you work with evaluate you. (Do the same for them.) Compare notes and talk about it.
To improve your listening skills, make a copy of how others rated you. Look at it every day before and after your work day. Then in 30 days do the evaluation again (with the same co-workers). You should notice an improvement.