As a technician, your job takes you right before clients and their employees—constantly placing you on the frontline of the salvo from piqued customers.
Therefore, you need to equip yourself with essential customer service skills to help you maintain a professional composure, no matter how unsettled a client may become.
Before we look at how technicians can respond to client complaints, the three protests clients raise most frequently are:
We’ll see how effective and ineffective complaint-handling procedures can affect your company.
But for now, let’s dissect each complaint and explore the most professional ways a technician can handle it.
As a technician, you may not be responsible for setting the prices of products and services in your company. But when clients raise a price protest before you, they expect you to listen and empathize with them.
By listening to the client's complaint, you’re showing genuine concern and respect, making them feel valued.
Giving clients poor attention is more detrimental to the business than charging high prices.
Do not respond immediately. Pausing will give you time to process the client’s objection. The client may also use that time to “substantiate” their objection, which can inform your response.
Also, acknowledge that the client might be right. Always show empathy because customers want to know that you care.
Maybe the client doesn’t understand the product’s superior quality or features. In this case, clear the client’s conscience by explaining the product’s capability and ROI.
If the client says your prices are higher than your competitors’, refrain from highlighting the competitors’ weaknesses or demerits of buying from them. The client will pin you for a smear campaign and dismiss you as unprofessional and unfair.
Instead, assure them that dealing with your company will entitle them to incentives such as:
If the client is still adamant, suggest a lower-budget alternative for them.
Let them know what performance difference this choice will make. With whatever they choose, help them move to the next step on the sales funnel.
If they’re still cold-footed, encourage them to share any other reasons for their indecisiveness.
If they prove unyielding, offer them a customer feedback form to fill out and assure them you’ll submit it to the relevant department.
Finally, thank them for their feedback.
Product breakdown or malfunction will invite a complaint from a client. In some instances, the product is in perfect condition, but the client doesn’t understand how to operate it. They’re simply not a good fit.
Whatever the case may be, the client may accuse your company of failing to meet their needs.
As a technician, what can you do to prevent them from switching to your competitors?
Evaluate the client’s needs and objectives, then show them how to use the product for the best outcomes. If the product is faulty, provide immediate training, replacements or alternatives, then determine the causes of failure.
For example, if it was a user error, courteously offer a demonstration of safe and optimal usage of the product. This will help the client derive maximum value from the product and prevent future breakdowns.
You’ve responded to a call from a client or have come to install new equipment. On arriving, the client is exasperated, bemoaning your company’s delay.
What do you do to make them happy at last?
Don’t be confrontational or defensive in your body language, attitude, or words. The client is decrying the situation at hand, not you as a person. Keep your cool, and you’ll emerge as the professional that you are.
Let the client vent their anger. Don't interrupt. Only respond with affirmations such as “I see” and “Hmm” whenever necessary. They’ll eventually compose themselves and listen to you.
Acknowledge that there’s been a delay and apologize. Whether it’s a misunderstanding or your company is responsible, leave that to the management.
After acknowledging the fault, encourage the client to log in to your company’s customer feedback page and register their experience and rating. Also, request them to fill out the customer feedback form.
An apology or clarification from the management will go a long way. You may also call them within three days to inquire about their satisfaction with the product's current performance.
Finally, assure them you’ll be glad to help any time they’re in distress.
In the table below, we contrast the outcomes of effective and ineffective handling of client complaints.
Expert Tip: In facing client complaints, never get emotional or take accusations personally, however irrational they may be.
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In business, there will often be misunderstandings and actual offenses, leading to complaints. However, you can minimize the negative consequences of client complaints by:
Even when clients are wrong, treat them as if they’re right–at least while incensed. When they’ve vented off their anger, you can tactfully show them what to do in similar or related situations to avert future inconveniences.
If your advice comes as a veiled pointer to what they did wrong or failed to do, you’ll help them identify their misstep without being condemnatory.
Complaints themselves are not a threat to your business. How you handle them will make or break your relationship with your clients. Resolve complaints quickly and satisfactorily to increase customer loyalty and revenue.
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