Customer complaints must always be able to be heard, but it turns out that it is not always possible to satisfy them. Unfortunately, the client himself may be completely unaware of this, that is, not to understand that in this situation he is simply wrong.
But if you are the head of the company, then your duty is to resolve any conflict. Moreover, allow it in such a way as to maximize the benefits for both your organization and your client. Therefore, now I will try to help a little in this, giving some tips for resolving conflicts when the client is wrong.
1. Keep calm
First, take the time to collect all the facts on this issue. Sit and listen carefully to the person who has come to you with a problem. Just then start answering. But I’ll say for sure one thing: one needs to drown one’s own ego in such situations and keep it away. Because the only worthwhile goal is to resolve the conflict and satisfy your client, and not “win” the dispute (this is precisely the feeling that may develop in such a situation).
And always be on the lookout: think twice before trying to resolve this issue on social networks or by email. Virtual communication can help to ensure that some of the nuances and details simply “slip away”, and, therefore, tension in communication will increase. It might be better to talk directly with customers.
2. Do not indicate wrong
Sometimes, for a simple resolution of a disagreement, you just need to let the client believe that they are right, offering such a solution to the problem that will suit each side. In support of this recommendation, the following story can be cited.
Once a client of Gunner Technology complained that the company had removed the link to add a photo to its website. In fact, nothing has changed: the client simply could not find it. Therefore, the founder of the software development company decided to “create” an easier way to search for links in the future (intuitive, if I may say so). However, the response to the client was not: "You just spend five hours of my day." It was like this: "Yes, you were right. The link was in a hard-to-reach place, so now I placed it so that it was much easier for you to find."
You never need to poke a client face in his wrong!
3. Remember that you are an expert in your field
If your company specializes in additional technical services, such as computer programming, construction or law, then you will be more likely to encounter customer complaints that will be difficult to fix in exactly the way the petitioner wants. "The client is not well versed in such areas of knowledge to know all the alternative solutions to the problem," says Laurie Richards, a business communications consultant.
In such situations, the client primarily needs education, not a dispute. Therefore, explain to him in detail all the details of the problem, then your competence and professionalism will allow you to move from a potential conflict to an effective solution to the problem. The client will be satisfied with your goodwill and knowledge of the issues raised.
4. Prove your worth
When working in a company, you are part of a large mechanism, the effectiveness of which depends on each employee. If you often have to work with “problem” clients, this can seriously undermine your credibility in the organization.But one should not allow mistakes to take control of oneself. Pull yourself together and prove to the team that you are a valuable worker.
So, for example, Maria Casey, the founder of the startup consulting company MCA Partners, faced with constant complaints of the client. This led to the departure of Mary from the company. However, later she returned to the workplace and conducted an audit of her work with the client, and also made recommendations on how to increase the company's profit in the future. The result was overwhelming: the recommendations helped increase annual sales by 300 percent, as well as significantly reduce the number of misunderstandings that arise when working with a client base.
5. Learn to “give up” on time
Yes, it’s possible to find a common language even with the most fastidious clients, but I can add with confidence that there will always be those people who will put pressure on those with whom they work. You may encounter unfounded allegations or attempts to reduce the cost of the services you provide. And the resolution of such conflicts depends on the value of the client.
If a customer of $ 1 million rejects an account of $ 1,000, then accepting this does not seem difficult. But if a client for 10 thousand dollars rejects the same account for 1 thousand dollars, then the employee should try to convince him. Polite, of course, and due argument. But if you were not able to do this, when repeating a similar situation, it is better to immediately give up.
I hope that such a small set of “rules” will facilitate your communication with clients in the future, no matter how hopeless the situation may seem. But always remember one thing: everything is in your hands!