Complaint Handling | Accelerate
Accelerated learning in 30 minutes a day
Handling a customer complaint by telephone can be challenging. Ordinarily, face-to-face complaint handling relies on both verbal and non-verbal cues to signify emotion and understanding. Since the telephone takes away the facial expressions and body language you would usually express while speaking, your verbal communication needs to be elevated to compensate for these missing visual markers.
There is always a reason for behaviour. This is a simple truth, and when someone is complaining, and perhaps being aggressive, there is always an underlying driver of this behaviour. The skill is in determining what lies behind the behaviour, and then in looking after the “human” element and the underlying emotion driving the behaviour.
It’s easy to take a defensive stance in the face of a complaint, but this compounds the problem, and the battle lines are drawn!
It may well be that “we” are triggering the customer’s behaviour, or exacerbating it, without realising it and so it is important we have an awareness of the impact our own behaviour has in solving the customers problem.
Reacting confidently, calmly, and professionally when dealing with complaints ensures we defuse the situation quickly and obtain a resolution that meets, and ideally exceeds, the customer’s expectation.
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5 Days - 5 Topics - 5 Tasks
Generally people complain when their expectations are not met. Either the product or service is sub-standard, or the advertisement of it is exaggerated to the point that it has raised the expectation of the customer beyond its quality and performance.
Why Customers Complain
Is it just to be difficult?
An important skill when handling complaints is the ability to listen carefully and show that you are paying attention. Good listening establishes rapport, calms the clients and reassure them that their concern will be fixed. Todays challenge explores how well participants listen.
Do you hear or listen?
There are four types of complainers,
- Constructive Complainers,
- Passive Complainers,
- Professional Complainers and
- Agressive Complainers.
Today we will look at all four and how to handle them in the right way and in the wrong way.
The Four Types
Four Complainer Types
With a complaint, the aim is to turn the situation around. It is very satisfying turning an unhappy customer into a loyal customer.
A consistent approach can help us handle complaints professionally, we call this approach the AURA method.
The AURA Method
Turning Complaints Around
The words we use when interacting with customers are hugely important. We fall into the habit of using words we don’t realise are trigger words.
These words trigger a particular behaviour in a customer. But there is good news, as well as negative trigger words, there are also positive trigger words.
Language of Luxury
Using the Right Language
Live classes last approximately one hour and take place over zoom on Wednesday and Friday. They are an excellent way to get feedback and to dig deeper into more complex subjects.
- Wednesday: Angry Customers
- Friday: Scenario Based Complaints
Wednesday and Friday
Meet your tutor
Paul Russell is an international trainer and speaker with approaching 20 years of experience working with some of the world’s most recognisable international brands and companies.
Paul is co-founder and managing director of Luxury Academy London which specialises in luxury skills development across the world.
Paul was born and spent his formative years in Mumbai India where he was privately educated by a team of three international tutors until 12 years of age. At twelve he was sent to England to complete his education and A-Levels at boarding school
Paul holds a BSc, MSc and Doctorate in Workplace Psychology.
Paul regularly features in the media and has been interviewed by Sky, BBC, ITV, Times of London, Daily Mail, Entrepreneur Magazine, Family Office Magazine and Luxurious Magazine.