Do you dislike to get problems from customers or clients? Perhaps you even turn over the responsibility of paying attention to these problems to a subordinate.
In company, unfortunately, it is almost difficult to avoid getting problems. How we react, however, is essential. An disappointed customer will distribute the word destructive your company. A happy customer, on the other hand, will be an resource and may even create recommendations.
Therefore, it is essential reply properly to a client’s issues.
I have a simple abbreviation for working with customer problems which I contact GALSAP. You should be acquainted with this and also practice the individual who will be taking phone calls from customers or customers.
Suggest possible solutions
Here is how it works:
Welcome and guarantee the caller
The first phase is to recognize your organization, yourself and ask how you can help. At this factor the owner may be psychological so guarantee him/her that you are there to help. Stay relaxed and enjoyable. As soon as possible go to phase 2
Ask for the details
Now question the owner to get the facts of the issue. It is necessary to create down the details. Ensure that that you get all the facts. Go to phase 3.
Pay attention and empathize
It is essential to pay attention properly. Do it again back any details such as numbers to be sure that you have the correct details. Show concern and knowing of the emotions of disappointment of the owner. This should not be an adversarial experience. Go to phase 4.
Recommend possible solutions
Based on organization policy, suggest possible alternatives to the issue. Talk about them effectively so that the consumer fully is aware of the options available. If at all possible, do not relate the individual to another division, but try to take personal possession of the issue. Sometimes, customers are known from division to division without anything ever being settled. This is very annoying for the consumer. Go to phase 5.
Believe the fact on a course of action
Now get the consumer to accept to the best solution to the issue. This may take some promoting because the consumer may not get everything that he/she desired. At this factor, however, do try to bring some closing to the contact. Go to phase 6
Thank the consumer for contacting and guarantee him/her that the organization does want to react to the issues of the consumer.