IRATE CLIENTS: Tips to effectively solve problems
Have you ever encountered a customer who comes in with a problem you tear out your hair over? Trust me, I have had so many instances that I pondered on how I got them solved. Though not immediately, It was eventually sorted. It is okay not to have a solution for a problem immediately you are approached. However, being able to take your time, and come up with a long-lasting, effective solution is key to retaining clients as a company and as a Support Specialist.
Problems are only opportunities in work clothes.– Henry Kaiser (American industrialist)
Having good, strong problem-solving skills can make a huge difference in your career.
Problems are at the center of what a customer support/service rep does at work every day. Whether you’re solving a problem for a client (internal or external), supporting those who are solving problems or discovering new problems to solve, the problems you face can be large or small, simple or complex, and easy or difficult. A fundamental part of every Support role is finding ways to solve them. So, being a confident problem solver is really important to your success. Much of that confidence comes from having a good process to use when approaching a problem. With one, you can solve problems quickly and effectively. Without one, your solutions may be ineffective, or you’ll get stuck and do nothing, with sometimes painful consequences.
There are some basic steps I use in solving problems for Clients effectively:
Assess and define the problem
There would be a lot of venting done here (by clients). Whether via the phone, chats, emails, or whatever platform, never, ever interrupt the clients when they talk about the problems they have. Your sole responsibility is to listen, reiterate points made to look at the issue from different angles, different perspectives. Ask the right questions using the why, when, what, where formula. These questions help you dig deeper to find the root of the problem. For example, a client calls in or walks in, told you that they want an exchange for a product gotten last week. What do you think are the possible questions to ask? Ask the right questions to know what happened. For the client to call back in this week, and not immediately they got the product would mean it had no issue the previous week, or they didn’t use the product until later. This would help you narrow down the possible solutions to fixing the issue.
Reassure the Clients
Never ever blame your clients for whatever problems they are facing either with your products, or services rendered. STOP BLAMING YOUR CLIENTS. This makes them feel stupid and would escalate an issue really fast. Trust me, you don’t wanna make an irate client angry over again. This can really devalue your product, and your services as reviews can either make or mar your business. Let them know that the problem would be solved as soon as possible. It is okay not to have the solution at hand, you can reassure them by giving them a time range you would call back, send an email with the solution, or just something to let them know that they are not forgotten. You could also send in some prompt notification whether a text message, a short call to keep them posted about how far you have gone with solving the problems. This helps reassure and allay all concerns that they have been left on their own to solve the problem.
Empathy
Empathy is the capacity to understand or feel what another person is experiencing from within their frame of reference, that is, the capacity to place oneself in another’s position.
The definition above has explained itself. Let your clients know that you feel, and share in their pain. Give an example of a scenario you have been in, how frustrated you were. Letting them know you are available to render an emotional support goes a long way. This helps them know that they are not alone, and would further keep them calm. It is more of communicating with the clients that I’ve been where you are, I know how you feel, and I wouldn't want you to face such a problem much longer. Putting yourself in their situation will not only calm the client but help you solve the problem sooner.
Change Customer Focus
You have to steer the client's focus from the problem at hand. You could talk about the weather or something that would keep them cool and calm till the issue is sorted. Ask questions, just something to keep them occupied while you fish out solutions to their problem. I know some clients can be nasty, and angry that you even tried to chat while solving the said issue. This is one of the ways to keep them calm, and less angry.
Solve
You have assessed the problem, reassured the clients that there is a possible solution, now it is time to really SOLVE the problem. While it is okay to follow all of the steps aforementioned,what your client are most concerned about is if they are or will be able to get that which they exactly need.
Solving is to find an answer to, explanation for, or means of effectively dealing with (a problem or mystery).
To render an exceptional service, you need to be really creative with the ways you solve clients’ problems, without taking too much of their time. Perhaps you are facing some issues with proffering an effective solution to a problem. it is okay to discuss with your team members; whether a close colleague, or your manager. Research has it that teamwork helps provide improved efficiency and productivity. When you liaise with others, you will be able to view the problem from different perspective, enabling you provide an adequate long-lasting solution. While in this stage, you definitely need to also liaise with the client to know if they are comfortable with the solutions available before implementing them.
Follow up
This is the last stage of the problem-solving steps. The process doesn’t end after providing an answer to the problem. To know how effective the solution you have rendered is, you have to check in with the clients to know whether or not the problem previously faced is reoccurring or not. This is a prove that you are not just particular about solving the problem, and leaving the clients. This further reinstate the fact that you cherish your client, and would love to build a successful relationship with them, as a person, and as an organization.
“Just having satisfied customers isn’t good enough anymore. If you really want a booming business, you have to create raving fans.” — Ken Blanchard
Building a brand that customers would be loyal to is key.
