February 23

Tips for handling false customer service claims

So you've got a client who's telling porkies about a service experience? Phew, that's a whole lot of drama you don't need! But don't you worry, because we've got your back with some tips on handling false customer service claims. Take this situation, for example: your client's claiming they were left hanging on hold for ten minutes, when in fact, their call was answered in no time flat and a message was taken pronto.

It may be the case that the client was indeed left hanging on hold for 10 minutes, but they hadn't called YOUR number! However, the fact remains that they think they did and it's your job to straighten things out.

So, don't get mad, get even - and by even, we mean even more fabulous. Here's how to approach the sneaky fibber and set the record straight.

Get the Facts Straight

Before you march up to your "lying" client with your pitchfork, you need to make sure you have all the facts straight. Pull up the call logs and listen to the recording of the call (if you have one). Note down call times and check the other calls that came in around the same time. Was there a missed call at all? Remember, they could have called from a different number, and you don't want egg on your face if they point out that they called from their landline not their mobile. Basically, you need to have a clear understanding of what really went down so that you can tackle this problem with confidence.

Call Them Out

Once you have all the information you need, it's time to give your client a little wake-up call. Pick up the phone and politely (but firmly) let them know that their version of events doesn't match up with the reality of the situation. You might say something like, "I'm sorry to hear that you felt you were left hanging on hold for 10 minutes. However, our call logs indicate that our customer care team answered your call promptly and even sent me a message within 3 minutes. Can you help me understand where the miscommunication might have occurred here?"

Keep your cool

This might be a tough conversation to have, but you need to keep your cool. Don't let your emotions get the best of you, even if your client is being rude or defensive. Stay calm and professional, and remember that you're representing your business. Keep the conversation focused on the facts and the solutions to the problem.

Offer a Solution

After you've cleared up the misunderstanding, it's time to offer a solution, if there is an issue on your side. Ask your client what they would like to see happen to resolve the situation. Perhaps they would like an apology or a refund. Whatever it is, work with them to find a solution that satisfies both parties. Don't be afraid to go above and beyond to make it right. Your client will appreciate your effort and be more likely to come back to you in the future.

Remember, dealing with difficult clients and handling false customer service claims is just a part of doing business. But with a little bit of sass and a lot of professionalism, you can kick those complaints to the kerb and keep your business moving forward.

You might also like