In our last episode, we chatted about customer complaints, how to deal with them, and how to regain a customer’s confidence when it’s once been shaken. In today’s episode, we are discussing how to complain effectively.
I know that this can be challenging sometimes as we tend to allow our emotions to get the best of us but there is a way to get your point across without letting these external factors take over.
This episode, we discuss:
[1:15] The best piece of business advice I’ve ever received
The best piece of business advice that I have ever gotten is when you’re angry or frustrated, just slow down. Slow down your voice, slow down your thinking and it will be much easier to form a clear and coherent thought. Approaching things from a condescending prospective might make you feel good in the moment but won’t help in the long run.
[2:55] The key elements of a complaint
When airing a complaint, being kind, clear, and knowing what you want the desired outcome to be is important. Whether the desired outcome is receiving an apology for the service or getting a discount, it is crucial to know what kind of solution you are seeking.
Recently, I had an experience at a restaurant where I had a great meal but needed to leave and meet people elsewhere and was left waiting for the bill for over 20 minutes. I was very frustrated at this time but I had to remind myself to slow down and just make sure I am being kind and clear but also making sure that I get my point across.
[5:30] Evaluating why things didn’t go the way you had hoped
After being on the receiving end of a not so great customer service experience, it is important to evaluate why things didn’t go the way that you had hoped.
- Were the expectations unclear?
- Was the team short staffed?
Get down to the root of the problem of why things went wrong.
Most people don’t go into work each day with the goal of making people angry so when you are kind, clear, but still assertive you are able to get your point across without making a scene. Kindness is typically met with kindness so it is a much better route to go to get a more favorable outcome.
[9:18] Why most businesses truly value feedback
Most businesses do appreciate feedback – both positive and negative so that they can make improvements and really work on getting it right in the future.
Without feedback, businesses don’t know what they are doing right or wrong so it’s good to share both your complaints and your praises with business owners.
[12:08] How focusing on blame detracts from our complaints
If we focus too much on blame then our complaint starts to become more of a personal attack instead of feedback and a chance for the business to improve. This can be easier said than done but it is important to keep your end solution in mind.
As always, I’d love you to join me for a new episode every other Tuesday and hear from our guests and their perspective on fabulous customer service. If you’re interested in more information, check out Bond and Des Voeux on Instagram!