Nama Yosep Daniar

Source https://www.youtube.com/watch?v=W55RQiv9qz0

How to handle complaint costumer?

1. Stay Cam
It might be extremely difficult to do, you must stay calm when handling a customer complaint.
This can be hard, especially since your business is probably a point of immense pride for you.
But don’t take the complaint personally; it’s not a personal attack. Often, a customer complaint
will highlight an area that you can improve upon within your business. Not only that, but getting
upset, losing your cool, or yelling at a customer is never a good thing. You are more likely to
make good progress and satisfy your customer’s needs if you approach the problem with a calm
state of mind.
2. Listen
Frequently, if a customer comes to you with a problem, it means that they want to be heard.
Even if the complaint seems trivial to you, it clearly has some significance to them because they
are taking their time to reach out to you.
Sometimes people indeed complain just because they are having a bad day, but keep in mind
that we all have bad days and you never know what is going on in that person’s life.
Active listening techniques can, and should, be used with your customers all the time. Don’t
assume that you know what the customer wants or needs, and don’t dismiss them as trivial
either. Hear them out and pay close attention to what they’re saying. When frustrated, people
can have difficulty expressing their concerns or what they need from you to make them happy.
Allowing your customer to talk will give him or her time to calm down. Often, you can resolve an
issue just by listening to your customers and allowing them to vent.
3. Be Kind
In most instances, you can diffuse anger and frustration by remaining kind and understanding.
You can tell your customer straight away that you appreciate them reaching out about their
concerns and that you want to understand exactly how they are feeling. A statement such as
this from the get-go lets your customer know that you truly care and that you are ready to
listen. When a customer knows that you truly care, you are well on your way to finding a
reasonable resolution to the customer complaint.
4. Acknowledge the Issue
After you’ve heard them out, acknowledge the problem and repeat it back to the customer.
Paraphrasing what your customer has said and repeating it back to them lets them know that
you listened and that you understand what the problem is.
Acknowledging the problem does not mean that you agree with what the customer has to say, it
just means that you understand them and respect where they are coming from. You can say
things like, “I understand this must be very frustrating for you,” or, “If I understand you
correctly…” then follow up with the paraphrased rendition of the complaint.
5. Apologize and Thank Them
 It may feel difficult, but swallowing your pride and apologizing for your customer’s poor
experience will put you miles ahead of the game. As with acknowledgment, apologizing does not
mean that you agree with the customer, nor are you taking the blame. It may seem
counterintuitive, but thanking your customer for reaching out with their issue will also show
that you’re always trying to improve your business. It demonstrates that you understand where
they are coming from and that you are ready to resolve the problem for them.
6. Ask Questions
After you’ve listened to your customer’s complaint and the individual has had a chance to calm
down, it’s your turn to take the initiative and get all the facts. Now is the time that you can
calmly start asking questions for clarification. Start a genuine conversation with your customer.
Between being kind, listening, acknowledging, and apologizing, you will have started gaining
your customer’s trust.
However, it is imperative that you do not ask questions that your customer has already
answered. Making them repeat themselves can heighten emotions again and make your
customer feel like you weren’t listening in the first place.
7. Make It Speedy
Once you’ve gathered all of the information you need, now is your chance to find a solution that
makes everyone happy, especially your customer. The faster you find a reasonable solution that
everyone can agree on, the happier your customer will be and you get to breathe a sigh of relief.
It’s important to be flexible here. While it’s important to follow your company protocols and
guidelines, it’s also important to be able to go the extra mile for your customers. Never offer a
solution that you can’t follow through on, as that will only set you back. Perhaps offering a small
gift card or a discount on future purchases will be enough to assuage the situation. You might
also consider replacing the item for free or upgrading their future purchase or membership.
When trying to find a solution, give your employees enough freedom to make judgment calls
independently. Passing an upset customer up a chain of command may only make the situation
worse, so it’s important to avoid it when possible.
8. Document Their Responses
Complaints often include hidden opportunities for improving your product or service.
Documenting them can help you identify flaws, issues, and trends. It could be a product glitch
that you need to immediately address. Or maybe it’s a campaign-specific complaint that your
marketing department can look into. Whatever the case, make sure to record all customer
complaints for future use.
With the complaints documented, you can bring them up in monthly and annual meetings to
seek advice on how to tackle the issue.
9. Follow Up
Contacting your angry customer after finding a solution for them might be the last thing you
want to do, but after all that hard work, following up with your customer is the icing on the cake
for them. It lets them know that their concerns are at the top of your mind, and it’s another way
to show that you care.
During this follow-up, apologize again and make sure you’ve taken care of everything they
needed. At this point, if the customer is happy, there’s a really good chance that they will be
 returning to you for your services and that they will tell their friends and family about you and
how good your customer service is.
10. Come Out from Behind the Screen
Just because the internet has made it easier to provide customer service virtually doesn’t mean
you should always interact via live chat or email. If you’re offering a service – such as web
development, copywriting, or social media consultancy – it can pay to have a video call with
your customers.
Although it doesn’t have the same effect as an actual face-to-face conversation, video
conferencing still allows you to convey emotions and non-verbal cues. This is a nice way to show
that you really intend to help out and solve the experience problem that led to the complaint.