Dealing With Customer Complaints!

Step 1 Acknowledge the complaint Listen to what the client has to say and identify the complaint.

Listen to what the client has to say and identify the complaint.

Step 2 Document The Complaint Document the Clients name and any relevant details as well as details regarding the compliant. If there is any need to refer the compliant the information is already noted.

Document the Clients name and any relevant details as well as details regarding the compliant. If there is any need to refer the compliant the information is already noted.

Step 3 Offer a preliminary response This will help keep the client happy until The problem has been resolved. As well as doing the following: Sympathise with the client Be empathetic towards the clients needs Offer an Apology on behalf of the company

This will help keep the client happy until

The problem has been resolved.

As well as doing the following:

Sympathise with the client

Be empathetic towards the clients needs

Offer an Apology on behalf of the company

Step 4 Resolve the problem Talk rationally with the client and discover the best means to solving the client’s problem. After the solution is uncovered act upon it.

Talk rationally with the client and discover the best means to solving the client’s problem. After the solution is uncovered act upon it.

Remember Get as much information as you can at the outset. Don't accept or place blame. Don't lose your temper. Do not take the complaint personally. Don't interrupt a client's comments. Give your full name and the name of your supervisor if requested. Don't make promises you cannot keep.

Get as much information as you can at the outset.

Don't accept or place blame.

Don't lose your temper.

Do not take the complaint personally.

Don't interrupt a client's comments.

Give your full name and the name of your supervisor if requested.

Don't make promises you cannot keep.