1. Why Complaint Skills Matter
- Key Stats:
- Resolving complaints effectively leads to 70% repeat business and 95% customer retention.
- Mishandling complaints damages reputation and costs potential customers.
- Remember: Handling complaints well is vital for customer loyalty and business success.
2. The LAST System
A structured, four-step method for handling complaints effectively:
- L - Listen
- Allow customers to vent without interruption; take notes and show empathy.
- Empathizing builds rapport and diffuses frustration.
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Tip: Use phrases like, "That must have been very disappointing. Let me ensure I’ve understood everything correctly."
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A - Apologize
- Offer a genuine apology, regardless of liability.
- Avoid phrases like "I’m sorry you feel that way," which customers dislike.
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Tip: Focus on your role, e.g., "I’m sorry this has happened. Let’s work together to resolve it."
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S - Solution?
- Involve the customer in finding a resolution to meet their expectations.
- Avoid assuming you know the solution without consulting them.
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Tip: Ask, "How can I fix this for you?" and follow through on your promises.
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T - Thank Them
- Appreciate the customer for highlighting the issue.
- Reassure them steps will be taken to avoid recurrence and explain how their feedback helps improve services.
3. Key Lessons
- Listening helps customers feel heard and reduces anger.
- Apologies calm customers and show accountability.
- Collaborative solutions ensure satisfaction and loyalty.
- Gratitude turns complaints into opportunities for improvement.
4. To Sum it all
- A complaint handled well can convert a negative experience into a positive relationship.
- Use the LAST system to handle complaints confidently and effectively.
- Final Thought:
"Be thankful for customers who complain—you still have the opportunity to make them happy."