{"id":1907,"date":"2013-09-23T12:08:40","date_gmt":"2013-09-23T10:08:40","guid":{"rendered":"http:\/\/targettrainingblog.de\/?p=1907"},"modified":"2018-06-06T12:29:48","modified_gmt":"2018-06-06T10:29:48","slug":"handling-complaints-quickly-phrases","status":"publish","type":"post","link":"https:\/\/www.targettraining.eu\/de\/handling-complaints-quickly-phrases\/","title":{"rendered":"Handling Complaints Quickly: Phrases to Help"},"content":{"rendered":"\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-8k9fn7-5fd8b37adf9fb5c0f85a91763c71b89e\">\n#top .hr.hr-invisible.av-8k9fn7-5fd8b37adf9fb5c0f85a91763c71b89e{\nheight:30px;\n}\n<\/style>\n<div  class='hr av-8k9fn7-5fd8b37adf9fb5c0f85a91763c71b89e hr-invisible  avia-builder-el-0  el_before_av_hr  avia-builder-el-first '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n<p><strong>Avoid having small issues escalate into big ones<\/strong><\/p>\n<p><strong>Handling complaints quickly can help your company avoid having small issues escalate into big ones. This summer I had the pleasure of taking my five year old to a well-known fun park on a beautiful, but scorching hot August day. For those of you who haven\u2019t been lucky enough to share this experience and the hours of standing in line it includes, let me tell you this, tempers can fray quickly.<\/strong><\/p>\n<p>On the bright side, standing in line means that you have lots of time for people watching. I particularly enjoyed one incident where the officials staffing the line decided that it was getting too long. Their solution: change the direction. What happened was that the line simply reversed its order, so that those who had just arrived went to the front and those who had been waiting for over an hour got to go to the back. I felt really sorry for the young French official being eaten alive by the customers \u2013 she looked pretty scared. The decision to change the line hadn\u2019t been her decision, but what could she have said instead of just \u201csorry, sorry, sorry.\u201d? A basic structure for handling complaints along with some suitable language certainly could have come in handy.<br \/>\n<!--HubSpot Call-to-Action Code --><span id=\"hs-cta-wrapper-720a6967-cb73-4d07-9ce8-4b78cd7111ac\" class=\"hs-cta-wrapper\"><span id=\"hs-cta-720a6967-cb73-4d07-9ce8-4b78cd7111ac\" class=\"hs-cta-node hs-cta-720a6967-cb73-4d07-9ce8-4b78cd7111ac\"><!-- [if lte IE 8]>\n\n\n<div id=\"hs-cta-ie-element\"><\/div>\n\n\n<![endif]--><a href=\"https:\/\/cta-redirect.hubspot.com\/cta\/redirect\/455190\/720a6967-cb73-4d07-9ce8-4b78cd7111ac\" target=\"_blank\"><img decoding=\"async\" id=\"hs-cta-img-720a6967-cb73-4d07-9ce8-4b78cd7111ac\" class=\"hs-cta-img lazyload\" style=\"border-width: 0px;\" data-src=\"https:\/\/no-cache.hubspot.com\/cta\/default\/455190\/720a6967-cb73-4d07-9ce8-4b78cd7111ac.png\" alt=\"Go to the eBook\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" \/><noscript><img decoding=\"async\" id=\"hs-cta-img-720a6967-cb73-4d07-9ce8-4b78cd7111ac\" class=\"hs-cta-img\" style=\"border-width: 0px;\" src=\"https:\/\/no-cache.hubspot.com\/cta\/default\/455190\/720a6967-cb73-4d07-9ce8-4b78cd7111ac.png\" alt=\"Go to the eBook\" \/><\/noscript><\/a><\/span><script charset=\"utf-8\" src=\"https:\/\/js.hscta.net\/cta\/current.js\"><\/script><script type=\"text\/javascript\"> hbspt.cta.load(455190, '720a6967-cb73-4d07-9ce8-4b78cd7111ac', {}); <\/script><\/span><!-- end HubSpot Call-to-Action Code --><\/p>\n<h3>3 Common stages of handling complaints<\/h3>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-72s2df-3c7e42297cd7dbdb8123438c1b45d55d\">\n#top .hr.hr-invisible.av-72s2df-3c7e42297cd7dbdb8123438c1b45d55d{\nheight:10px;\n}\n<\/style>\n<div  class='hr av-72s2df-3c7e42297cd7dbdb8123438c1b45d55d hr-invisible  avia-builder-el-1  el_after_av_hr  el_before_av_hr '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n<h5><span style=\"color: #0070c0;\"><strong>1.\u00a0 Listening and empathizing<\/strong><\/span><\/h5>\n<p>You might not agree, it might not be your fault personally, but the customer is angry and needs a chance to vent their anger. Don\u2019t keep butting in, let them have a bit of a rant, make some sympathetic noises and try some of these phrases:<\/p>\n<ul>\n<li><em>I see your point \/ I understand.<\/em><\/li>\n<li><em>I can appreciate that.<\/em><\/li>\n<li><em>Thank you for pointing that out.<\/em><\/li>\n<\/ul>\n<h5><span style=\"color: #0070c0;\"><strong>2.\u00a0 Apologizing and accepting responsibility<\/strong><\/span><\/h5>\n<p>Angry customers need to be calmed down \u2013 a simple \u201csorry\u201d goes a long way. And \u201cIt\u2019s not my fault\u201d or \u201cthere must be a misunderstanding\u201d is never going to improve the situation \u2013 avoid both of those phrases at all costs.<\/p>\n<ul>\n<li><em>I&#8217;m sorry for any inconvenience this may have caused.<\/em><\/li>\n<li><em>I\u2019m \/ we\u2019re terribly sorry about that. <\/em><\/li>\n<li><em>Please accept my\/ our apologies.<\/em><\/li>\n<\/ul>\n<h5><span style=\"color: #0070c0;\"><strong>3.\u00a0 Promising and taking action<\/strong><\/span><\/h5>\n<p>You\u2019ve said sorry, now the customer wants to hear what you\u2019re going to do about it. Here are some phrases that might have worked well in the above situation.<\/p>\n<ul>\n<li><em>I\u2019ll let my manager know how you feel, and let\u2019s see if we can find a solution.<\/em><\/li>\n<li><em>I\u2019m going to see how we can make this better for you. <\/em><\/li>\n<li><em>Here are some vouchers for lunch for any trouble we may have caused you.<\/em><\/li>\n<\/ul>\n<h3>3 Possible outcomes of not handling complaints well<\/h3>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-5dkx3n-a21c0c67f1d514d602ee3ed29b360b96\">\n#top .hr.hr-invisible.av-5dkx3n-a21c0c67f1d514d602ee3ed29b360b96{\nheight:10px;\n}\n<\/style>\n<div  class='hr av-5dkx3n-a21c0c67f1d514d602ee3ed29b360b96 hr-invisible  avia-builder-el-2  el_after_av_hr  el_before_av_hr '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n<h5><span style=\"color: #0070c0;\"><strong>1.\u00a0 Loss of sales<\/strong><\/span><\/h5>\n<p>Your competitors may benefit. The customer may decide to take their business elsewhere. This means a loss of sales.<\/p>\n<h5><span style=\"color: #0070c0;\"><strong>2.\u00a0 Damaged reputation<\/strong><\/span><\/h5>\n<p>The customer will badmouth you to others. Social media means that this is so much easier to do than it used to be. Thousands of people could hear, and you have no way of defending yourself \u2013 you just look bad.<\/p>\n<h5><span style=\"color: #0070c0;\"><strong>3.\u00a0 Unhappy staff<\/strong><\/span><\/h5>\n<p>It isn\u2019t fun having people shouting at you. If there is a clear structure in place, however simple it may be, it will give staff confidence in unpleasant situations. <a href=\"http:\/\/www.inc.com\/john-treace\/how-to-handle-customer-employee-complaints.html\" target=\"_blank\">Handling complaints<\/a> in another language is that much harder, so having some key language up their sleeves will also contribute significantly to how they feel about dealing with the situation.<\/p>\n<p>Why not share your ideas on other language that would be useful or other <a href=\"https:\/\/www.targettraining.eu\/making-the-difference-through-customer-service\/\" target=\"_blank\">simple steps<\/a> that you feel could be taken when handling complaints?<\/p>\n<div  class='hr av-4bqlw3-55d46e229e68db9995a041526dd704fc hr-default  avia-builder-el-3  el_after_av_hr  el_before_av_hr '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n<h2>FOR MORE INFORMATION<\/h2>\n<ul>\n<li><a href=\"https:\/\/www.targettraining.eu\/de\/apologizing-email\/\" target=\"_blank\">Apologizing via email &#8211; phrases\u00a0<\/a><\/li>\n<li><a href=\"https:\/\/www.targettraining.eu\/de\/writing-status-updates-tips-phrases\/\" target=\"_blank\">Writing status updates: tips and phrases<\/a><\/li>\n<li><a href=\"https:\/\/www.targettraining.eu\/de\/requesting-information-people-dont-want-share\/\" target=\"_blank\">Requesting information when people don&#8217;t want to share it\u00a0<\/a><\/li>\n<\/ul>\n<div  class='hr av-31rxzn-7eb69e5137488819b528d8d5be0c4e0c hr-default  avia-builder-el-4  el_after_av_hr  avia-builder-el-last '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Avoid having small issues escalate into big ones Handling complaints quickly can help your company avoid having small issues escalate into big ones. This summer I had the pleasure of taking my five year old to a well-known fun park on a beautiful, but scorching hot August day. For those of you who haven\u2019t been [&hellip;]<\/p>\n","protected":false},"author":34,"featured_media":3364,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[12],"tags":[96,42,110],"class_list":["post-1907","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-english","tag-customer-service","tag-sales","tag-telephoning"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Handling Complaints Quickly: Phrases to Help | Target Training GmbH<\/title>\n<meta name=\"description\" content=\"Handling complaints quickly can help your company avoid having small issues become big ones. 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