- Have a system to deal with complaints
- Train your staff carefully
- Make this a priority
Do you hate to get complaints from your customers or clients? In a business, it is almost impossible to avoid getting complaints. However, it is important how you deal with them. An unhappy customer will do you damage. On the other hand, a happy customer is an asset.
This assumes a complaint by telephone, but it can also be adapted to customers in person:
Here is a time tested way to handle complaints from customers something you should follow and train your staff to use.
1. GREET AND REASSURE THE CALLER
Step one is to identify your company, yourself and ask how you can help. At this point, the caller may be emotional so reassure him/her that you are there to help. Remain calm and pleasant. As soon as possible, go to step 2.
2. ASK FOR THE DETAILS
Now question the caller to get the details of the problem. It is helpful to write down the information. Make sure you get all the details. go to step 3.
3. LISTEN AND EMPATHIZE
It is important to listen carefully. Repeat back any information such as numbers to be sure that you have the correct information. Express empathy and understanding for the feelings of frustration of the caller. This should not be an adversarial encounter. Go to Step 4
4. SUGGEST POSSIBLE SOLUTIONS
Depending on company policy, suggest possible solutions to the problem. Make sure the customer fully understands the choices available. If at all possible, do not refer the person to another department, but try to take ownership of the problem
5. AGREE ON A COURSE OF ACTION
Now get the customer to agree on the best solution to the problem. This may take some selling because the customer may not get all that he/she wants.