Whoever said handling customer complaints and disputes was easy definitely never ran a moving company. It’s not like one can expect only the worst customers in this business branch. Still, moving is a stressful process and things tend to get a bit tense once it begins. It’s only natural why that’s so: someone trusts you with all their possessions. That’s the blueprint for potential disputes. Anyway, instead of lamenting over this issue, we’ve chosen to do something different. In the text that you’re about to read, here at MoversTech CRM, we’ll show you some tips for movers dealing with disputes! Once you’re done with it, you’ll be equipped with all the necessary tips for handling folks dissatisfied in this way or another with your company’s service.
#1 Don’t get emotional about it
They say that the best way to handle any dispute with a customer is simply to avoid getting all emotional about it. In other words: don’t let emotions get in your way since that’s a recipe for disaster. Yup, that can only add fuel to the fire you should be trying your best to put out. While talking to an angry customer, try to remain calm and listen carefully to what they’re saying. If you think they’re somehow wrong, you won’t succeed by hastily pointing that out. We’ll further elaborate on that in the next paragraph.
#2 Try not to challenge the customer complaint
Naturally, you’d first want to tell your customer that they’re a bit wrong about what they’re complaining about. However, that kind of action won’t make your customer say: Okay, I get it, you’re absolutely right. Nope. It might even get the more upset. Instead of trying to disprove them or something, listen carefully to what they have to say. You might as well want to thank them since every situation like that will bring you closer to providing better customer support. A bit of kindness will go a long way, just like employing moving leads software.
#3 Defuse them with kindness and understanding
Let’s continue the talk from the lines above. Yes, in most situations, kindness and understanding get the job done without much hassle. Here’s the thing: you want to immediately tell your customer that you understand their position and how they’re feeling and appreciate the fact they’ve reached out to you. Such a statement will notify your customer that you’re truly worried about the issue and that you’re quite dedicated to resolving it in the quickest manner possible. All in all: this will help you reach a reasonable resolution together with your customer.
#4 Acknowledge the complaint(s)
Once you’ve heard what your dissatisfied customers have to say, you want to acknowledge the issue and repeat it back to them. That way, by repeating (paraphrasing) their story, you’ll make sure they know you’ve understood the problem. Of course, this doesn’t mean that you’ve agreed with your customer or that you’ve accepted the blame. It just means you fully understand and appreciate where they’re coming from. You can use template sentences like this one, for instance: I understand all of this might be very frustrating to you. You’ll follow that up with your paraphrased version of the issue your customer’s complaining about.
#5 Swallow some pride and apologize
Now, even though it might be difficult to swallow some of your pride and apologize to the complaining customer for the issue they’re dealing with, that will only do you good. By apologizing, you’ll simply express your stance toward the whole situation: you’re very sorry because your customer had to go through this or that. Also, it will demonstrate your willingness to resolve the issue since you’re not feeling all too happy about the situation either.
#6 Feel free to ask questions
Once your customer has cooled down thanks to the things you’ve done to calm them, it’s time you take the initiative and obtain all the facts. In other words: you’ll want to begin asking questions (in a calm manner) in order to get a better perspective of the issue. It’s simple, just kick-start a genuine talk with the complaining customer. Presumably, you’ve now gained their trust. However, keep in mind that it’s of utmost importance you don’t pose questions the other side has already answered. By making them repeat themselves, you might turn them into angry customers once more since they’ll get the idea you weren’t listening carefully.
#7 Quickly find a solution
Okay, by now, you’ve gathered some good info about what’s the issue really about. In the next step on our list of tips for movers dealing with disputes, you’ll want to find a solution that will make both sides happy (especially your customer, though). The faster you do this, the happier your customer will be. Always be ready to go that extra mile for your customer, but know that you shouldn’t make promises you can’t really keep.
#8 Document the whole process
As we’ve said earlier on in the text, each situation like this one will prove beneficial to your relationship with the customers. Aside from adding CRM with email automation for movers to your wishlist, documenting the whole process we’ve described above will help you provide better support to your customers. Also, documenting the process will help you identify certain patterns and trends (if there are some). You’ll know what to pay attention to the next time such an issue appears.
#9 Do a follow-up
Lastly, contact your customer once the whole process is over. You don’t have to do this immediately, of course. However, it’s very important you do this at a certain point. Feel free to once again apologize for the inconvenience they’ve experienced, and make sure that everything’s alright after the issue was tackled. It’s one way to keep a customer.
The bottom line
There are a lot of tips for movers dealing with disputes and we’ve covered the most essential ones here. Good customer support goes a long way, and losing sight of that fact means losing out on potential customers. Remember, kindness, understanding, and the ability to solve an issue quickly (and with style) are key factors here. You won’t lose a single customer by sticking to them. And MoversTech CRM provides customers with the tools necessary to keep track of customer data and to maintain long-term relations with customers.
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