Resolving Client Conflict Like a Pro

Resolving client conflict is important because most clients DON'T complain; they just take their business somewhere else.  Plus, now they tell all of their friends and family about it on Facebook or Twitter.  Ouch.....this can be devastating for a business to overcome.  In fact, bad customer service is like stuffing money in a pocket full of holes.  Companies cannot succeed if they are constantly losing customers to poor service.  Luckily, surveys show that you can win back 54-70% of unhappy clients by resolving their complaints.

Therefore, when a client takes the time to express their frustration, this is really a good sign because you have a chance to do something about it.  However, too often, people in customer service positions fail to recognize the complaint as an opportunity.  Instead, they play the blame game which is the worst possible response.  Take a frustrated customer and sprinkle in a little "Well it's not my fault" attitude and you have a recipe for disaster!

The best way to resolve client conflict is to use an approach that will help building client relationships that last by doing the following:

• L isten
• A pologize
• S olve
• T hank

Angry clients want to be heard and smart cusomter service professionals know this.  Practice active listening by echoing back important points.....at the very end, repeat the problem back to the customer to be absolutely certain that you understand what is bothering them.

The next step is my favorite part of the process .....say "I am sorry".  Say it in a way that shows that you empathize with what your client is going through.  Remember, this is not personal and it is not about you.  The fact that you may have done nothing wrong has nothing to do with how your client feels.  Plus, your employer is paying you to win over clients so apologize like you mean it!   

Then, figure out a solution to the problem........get creative!  Whatever you do, resist the urge to cite policy.....this can really infuriate angry clients further.  As customer service professionals, the rules are really to establish  a framework within which we operate.  They are not intended for us to shove them down our client's throats or to show them what "they" did wrong.  You know what I mean, we have all had an experience like that and it feels terrible. 

Once you have figured out a way to solve the problem, thank the client for giving you the opportunity to help them and for not just taking their business elsewhere!

Customer professionals that can master this process will become superstars in their work environments.  Your employer will value you more than ever because of your ability to manage unhappy customers.  Try it and see!
If you have any success stories, please comment about them.