For most of us listening to other people complaining and moaning sounds like a nightmare – like being stuck in your local A&E department or, worse, Granny Ina’s knit-and-natter club.
But for seasoned complaints handlers, working at the sharp end of customer service can be immensely satisfying and fulfilling – it’s a job where you clock off with a smile on your face not a frown.
Although many of the call and contact centre companies featured on s1jobs employ staff to deal with complaints as part of their daily role, many also have specific complaint handlers whose specialty it is to resolve customer problems, queries and concerns.
The social media revolution has meant the way we complain has changed radically.
No longer do we send a strongly worded, handwritten Dear Sir/Madam letter.
Emails, webchat, and tweets are now just as likely to be used to complain as picking up the phone and speaking to a human.
So how do the saviours of the customer service team keep calm and carry on? Here’s some advice straight from the frontline.
Be conciliatory not confrontational
Cross customers who’re up for a fight are easily wrong-footed by a calm, understanding voice on the end of the phone or email. Sometimes customers have been passed from pillar to post and, just by listening, you can win them over.
Remember it’s not personal
As the gatekeeper of the company’s values and reputation you’re going to get some extremely rude or unreasonable customers but remember: it’s not you who they’re upset with.
Make someone’s day
For every difficult conversation, there’s the promise of a satisfied customer just around the corner. It’s a great feeling to resolve an issue using your customer service tools (verbal apology, refund, money-off vouchers, free delivery next time), even better to get a sincere thank you.
Be creative
Sometimes it’s difficult to work off-script but, if there’s scope for a personalised response, try it. Follow the example of the world’s biggest names by responding to complaints in a witty but not disrespectful way. Doing away with corporate language shows brands have a human face.
Change from the inside
Being a complaints handler gives you the inside track on what a company is doing wrong. Frequent complaints on the same issue could inspire you to help correct faulty procedures or improve staff training. And that puts you on the career ladder to management.
Are you ready to combat complaints? For all the latest Call and Contact Centre vacancies visit s1jobs.