Customer complaints are never fun – especially in real estate, but they do not have to be the end of any business relationship especially customer service. One of the key elements in handling customer complaints, is to ensure that the customer knows that they are being heard. Great customer service teams will have highly cultivated listening skills. In some instances, customers will leave frustrated, not voicing their opinions nor their concerns. But when they do complain, this is actually a good thing, as it gives the team the chance to “make it right”. This is an opportunity, and when it is thought of in a positive manner such as this, the outcome will too, be a positive one.
So, how does one listen to a customer who may be irate and disgruntled? The answer is to quite simply, listen and listen well. In the first few sentences, a customer will often times reveal just how to resolve the issue. They will say what they want, or what they had wanted but felt they did not receive…be it in the form of a service or in the form of sales. By quietly listening to what they have to say, you will also be giving them the time to vent. Angry people, need to vent. Once they have done that, and once you have listened to them, you can begin to formulate a solution that will leave them satisfied.
There are five simple ways to ensure that a customer is aware that you are listening to them. One is to not interrupt them. Let them say what they have to say. The second tip, is to control your own emotions, and do not let yourself get pulled into arguing with them. Take notes as you are listening, this third tip will help to keep you focused on finding a solution. In line with not becoming emotionally involved, stay positive. In this way, although the customers main complaint may not be something that can be “fixed”, you may find other ways to provide a positive outcome by addressing some of their other concerns. And in the end, the fifth tip is perhaps the most important, and that is to simply remain honest with the customer. In the end, complaints are just opportunities, and when they are considered as such, a positive outcome is just about guaranteed. Find more information on finding a customer complaint system