[Complaint Case Sharing]Complaint Mentality-Seeking for Compensation

We have learned about the script skills and the complaints mentality in the last sharings. From this time, we will analyze specific cases by using script skills and complaint mentality.
Firstly, let us review the mentality of seeking for compensation and handling suggestion~~

Let’s take a look at this case together:
Customer bought a phone with a freebie as part of a promotion. But the freebies are limited only. If all freebies are given out, the customer is unable to avail the promotion. The staff informed customer that all freebies are given out, but customer still purchased the phone. Customer went back home and found that the freebie is still available in some online stores, then customer called hotline to request freebie. Customer thought that as long as there is freebie available in any other store, we are obligated to transfer freebie to him. CC agent explained that online store and offline store belongs to different channel/distributors, thus the freebie cannot be transferred. And that the staff informed customer the freebies are given out already before purchasing. Customer didn’t accept and saying that the store did not indicate on the poster that the freebies are given out and there was fraudulent suspicion.
Complaint handling specialist suggestion: Although the product and freebie is the same in both online store and offline store, they belongs to different channels/distributors, thus the stock is different and cannot transfer freebie from online store to offline store. Customer accepted and suggested that we should indicate on the poster about the stock difference to avoid misunderstanding. Agent thanked customer’s feedback and promised to feedback to related department.
Overall, the handling process is fine for this specific case.

This is a typical compensatory psychology. Customers who believe that they spend the same amount of money but do not receive the same value are consciously unfair and hope to obtain freebie to seek compensation.
Here are handling suggestion for such seeking compensation cases:
1. Confirm whether the user's request is reasonable (for example, is it sporadic or inertia), can it be handled as special case? If yes, give suggestions to the user while handling the problem, and remind user to avoid similar situations in the future. If not, you need to patiently explain the reason to the user.
2. It is necessary to give the user spiritual comfort by patient listening, empathy, and proper apology.

 

Case Analysis

1. The complaint was caused by misunderstanding. From the user's point of view, it’s his right to get the same value of goods after spending the same amount of money. And all the freebie from different store should be universal, so we can transfer freebie for him. From the point of view of our company, the dealers of each sales channel are different, and the activities and freebie stock are also different.
---- Therefore, it is necessary to explain the reasons to the user and eliminate the misunderstanding.

2. Different dealers in different channels, the activities and the inventory of freebie are different. So the situation that we cannot transfer freebie to customer is unavoidable.
----- Therefore, the case is a non-accidental case, but an inertial case, so it cannot be handled as special case.

3. Mentality comfort is particularly important when the user's material compensation cannot be met.
----- Combine script skills to clarify misunderstandings and appease users.

Reference Script

Skill Analysis

Dear customer, thanks for your valued feedback.① I understand that you have spent the same amount of money but didn’t get the freebie. ②If I were you, I will also think it’s unfair, ③so I can totally understand the reason why you requests transferring freebie. I hope we can help you transfer freebie, ④the real situation is that different dealers in different channels, the inventory of freebie is different and not universal. ⑤Sorry that we cannot transfer freebie. I also noticed that you purchased the phone even after being informed the freebies are given out, ⑥I can see that you like the phone very much and you are a generous person. About the feedback you mentioned, I will report to related department. Thanks again for your valued feedback.

① Paraphrase ② Empathy ③ Attention and understanding ④ Clarify the reason ⑤ Apologize ⑥ Praise customer is generous person

(In the face of users seeking compensation, the complaint handling is not just to satisfy the user's needs, but to negotiate with the user to achieve a win-win result. The above script is for reference only)

Thinking

In this case, if you explain to the user according to the script, the user still does not accept and insist on compensation, what will you do? Please explain the reason.