From the course: Handling Customer Complaints with Empathy

Unlock this course with a free trial

Join today to access over 24,900 courses taught by industry experts.

Following up on complaint resolutions

Following up on complaint resolutions

From the course: Handling Customer Complaints with Empathy

Start my 1-month free trial Buy for my team

Following up on complaint resolutions

“

- What happens when you're not able to fix customer's problem right away? If you discover you cannot resolve the issue immediately because you need to investigate, or involve other people, be honest with the customer. Set expectations with them, so they know when their issue will be resolved. The best way to do this is to walk customers through a road map of how you plan to resolve their problem. This road map consists of three key steps. The first one, what you can do for them immediately? The second one, what are the next steps, or actions, that will be taken to fully address their complaint? This step is important because it keeps the customer informed about the process. And the third one, when they can expect an update or resolution? This involves setting realistic expectations regarding timelines, potential outcomes, and followup actions. By being clear and transparent, you leave customers with impression that they are in good hands. Also they won't need to contact you multiple…

Contents