| No matter what type of business you run, it has | | | | have some in hand or otherwise assure the |
| to deal with circumstances in which things go | | | | customer that you will do something about his |
| wrong from your customer's point of view. | | | | complaint. |
| Complaints can be a great source of information | | | | All that will help keep the client in high spirits until |
| for the organizations. However efficiently handled | | | | the problem has been resolved. *Remember: Give |
| complaints can convert an angry customer into a | | | | your full name and the name of your supervisor if |
| key selling point.For effective customer complaints | | | | requested. |
| management; organizations should have there | | | | Step 4: Follow up & resolve of the problem |
| staff trained in handling complaints.On other words | | | | Talk with the client and discover the best means |
| an agent dealing with clients complaints can follow | | | | to resolve his problem.There will be times when, |
| a simple recipe that I've found it leads to good | | | | after gathering the facts of a situation, you will be |
| results almost all of the time. | | | | unable to resolve the issue immediately. In this |
| Below are the steps to Handle Customer | | | | case it is important to let your customer know an |
| Complaints: | | | | estimation of how long it will take to take action |
| Step 1: Acknowledging the complaint | | | | on his/her complaint and what you will be doing to |
| Listen actively to what the customer has to say | | | | resolve it in the meantime and what you will act |
| by mmaintaining comfortable eye contact - if | | | | upon it.*Remember: Don't make promises that |
| agent was dealing with frontline servicing - and | | | | you cannot keep. |
| giving full attention with no interrupting. You should | | | | Step 5: Thank your customer |
| carry out the probing questions for more | | | | A simple ‘thank you' is one way to let the |
| information and practice identifying problem and | | | | customer know that you appreciate the time and |
| reading between the lines of your customer's | | | | effort that they have taken to inform you about |
| complaint. You should also verify to your | | | | a problem with your company's service or |
| customer that you do understand | | | | product that you need to know about. |
| him.*Remember: Do not take the complaint | | | | Make sure you let your client know why or in |
| personally and don't accept or relegate blame on | | | | what way their complaint has contributed to you |
| your fellows or your customers | | | | or your business. |
| Step 2: Document the Complaint details | | | | Step 6: Give a care coupon |
| Documentation of a complaint should be clear, | | | | Give your customers something that shows your |
| detailed, and events noted in order as well as | | | | appreciation for them giving their feedback to |
| details regarding the compliant. If there is any | | | | you. And to let them know that you are sorry |
| need to refer the compliant; the information of | | | | for the mistake that was made. |
| the references should be also noted. *Remember: | | | | It is not necessary to give something that is |
| Get as much information as you can and don't | | | | costly or much; a coupon for a free drink or |
| interrupt clients comments. | | | | movie is fine, also a car wash or rent a car |
| Step 3: Offer an initial response (Apologize, | | | | coupon will be a good idea. |
| sympathize and give assurance that you are going | | | | Step 7: Practice anticipation |
| to do something about it) | | | | Create a procedure for recording all customer |
| The first things you must do when receiving a | | | | complaints occurring with different types. It will be |
| complaint is apologize for the collapse or failure | | | | a valuable source of information if it can be |
| that the customer has identified. It is very | | | | analyzed by management or an employee task to |
| important for you to know that your apology | | | | determine prototypes, tendency and root causes |
| must appear authentic and real to the customer, | | | | that need to be addressed within your company. |
| and not an empty exercise. | | | | It can also be used as a process improvement |
| The second step in successfully dealing with | | | | and a precious source to prevent future similar |
| complaints is to sympathize with the client and his | | | | problems recurrence. |
| her annoyance or frustration. Your sympathy | | | | If you're proud of the manner you resolve your |
| should also be exposed in the substance of your | | | | clients problems, then make sure your customers |
| apology. | | | | know about it. Your professional and |
| And to do more than that then you should show | | | | well-organized method of dealing with your |
| the customer that you have aaccepted the | | | | customers complaints is one more way that will |
| responsibility, provide him/her with options if you | | | | make you stay ahead of your competitors. |