Claims department employees use three methods:
Conducting surveys aimed at assessing key aspects of the business, such as product quality, customer service, marketing, delivery, etc.
Providing customers with the opportunity to express their opinion about the company.
Developing a system of stimulating clients to obtain feedback, reviews, etc.
The task of managing complaints job seekers data package at the enterprise should be delegated to a qualified specialist who has the skills to interact with different types of clients. He should promptly respond to the claims received by the company and resolve conflicts with each dissatisfied buyer, using an individual approach.
The algorithm for handling complaints includes several main stages. Each of them is aimed at identifying problems and solving them.
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Exploring the meaning of the claim
It is important to determine what problem the customer who filed the complaint faced. It should be remembered that the emotional aspect often prevents objectively determining the facts, so they need to be analyzed individually. The complaints department employee will need to answer the following questions:
What exactly happened?
When did this happen?
What are the reasons that led to the complaint?
Stages of the complaints department work
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Most complaints are submitted in writing, so the response to them should also be in writing, and if possible - as soon as possible: from three to five days. The client who expressed dissatisfaction should be informed that his claim has been received and is being considered by the company.
The response letter must first be sent to the department manager or company management to obtain a signature. This may take some time. To avoid delays, it is recommended to contact the buyer by phone or email.
Problem Analysis
To find out the reason for the complaint and analyze the situation in which the buyer found himself, the sales funnel methodology can be used. However, in this context, it has a different purpose: reducing the number of dissatisfied customers.
Each company can develop its own version of a funnel, but it typically includes the following key steps:
Registration of a complaint.
Detailed analysis of the buyer's claim.
Taking measures to resolve a conflict situation.
Assessing the level of customer satisfaction after the problem has been resolved.
Each stage may result in the elimination of customers whose opinion has changed after the complaint has been analyzed, or if the claim has been found to be legally unfounded. In this case, the responsible employee controls the entire complaint handling process, which allows him to choose the optimal strategy for customer satisfaction.
Problem Analysis in the Complaints Department
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A detailed analysis of complaints using the funnel methodology allows management to collect important data on the most common causes of negative reviews, identify shortcomings in employee performance and make effective management decisions.
Communication with the buyer
It is necessary to reconcile the company's opinion with the dissatisfied customer's point of view. Even if the company disagrees with the customer, it should not be openly expressed so as not to worsen the situation. The main task is to find a compromise. Based on a common understanding, the company and the customer will jointly come to a solution that satisfies both parties to the conflict.
It is necessary to listen carefully to the client's position. The employee must take into account all his statements, understand his vision of a way out of the situation, know his requirements for the enterprise, etc.
It is also important to remember that when communicating with clients, you need to carefully monitor every word and promise. It is not recommended to give false hopes.
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