It is so easy for a Customer Service Representative (CSR) to view a complaint call as a negative and personal attack on themselves, particularly if they are taking complaint after complaint and have not been trained to view it any differently.

A cleverly trained CSA will have the skills to turn this seemingly negative interaction into a positive resolution that can only have a positive spin off for the customer. After all it is the experience of the customer that will decide whether they still view your company favourably or decide to take their business elsewhere.

There are four key steps that will result in a favourable outcome to the company and customer;

1. A CSA must take genuine interest in the customers problem
2. They must be flexible, negotiable and creative in meeting the customers demands
3. They must follow through on their promises
4. Provide a workable solution to the customer’s problem, to the customer’s complete satisfaction.

The area of most significance is the first ten seconds of the call. The way the CSA conducts themselves and the call for that ten seconds will determine the success of the resolution.

Of course a four step process in theory seems easy enough, reality is a little harsher. Every customer complaint situation brings with it it’s own unique set of circumstances and emotions. It will be the skill of the CSA who will determine how successful the four step process is.