AURA: A Simple Strategy to Resolve Customer Complaints
On this video, we discuss the best action to resolve a customer complaint using the AURA approach.
AURA stands for Agree, Understand, Recommend Alternatives, and Affirm Your Plan of Action.
First, agree with your customer that her concern is valid. Just saying, “Hey, you’re right,” goes a long way. Then, take a moment understand of the customer’s frustration using active listening: “If I’m understanding you correctly, you’re saying you’re frustrated because… Is that right?”
Next, recommend 2 possible alternatives to address the concern. “Let’s see if either of these 2 solutions could work for you. Which option works better?”
Finally, affirm your plan of action by telling the customer exactly what you plan to do to solve the issue. “To confirm, I’m going to finish up this process with you now and we’ll have this taken care of within the next 10 minutes. Does this sound right?”
Remember, the next time you find yourself on the phone handling a customer complaint, use AURA to resolve the conflict: Agree, Understand, Recommend Alternatives, and Affirm Your Plan of Action.
You’ll be turning frustrated customers into satisfied ones left and right.