The 7 Stages to Handle Complaints1. Sorry2. Listen3. Sympathize4. Don’t Justify5. Ask Questions6. Agree a course of Action7. Check the Course of Action
Listen to thecomplaintandsympathisewith theclient. Showempathytowardsthem.
If there is a problem andthe client complains aboutit, you should quicklyanswer the complaint andtry to solve the clientsproblem. You also need tofollow up and improveyour business processesto rectify the problem.
Try tosolve theproblem orsituationas best asyou can.
Make sure the client iscompletely satisfied; youmay want to provide somespecial service or a reducedprice on another product.This is to assure thecustomer will come back formore business.
Try to rectify theproblem.It is in the companysbest interest to solve anyproblems and try to makesure that they donthappen again. It isfoolish for a company notto use clients complaintsto initiate a correctiveaction.
SatisfactionMake sure by the end ofit the client leavessatisfied. Him/her havebeen heard.Dealing with a customercomplaint can lead to amore loyal customerthan others who maynot complain or haveproblems.
Good ComplaintsDo and Don’tDo Focus on the customer Know the law and customer entitlements Respond promptly Get full facts Give clear explanations Apologise, if appropriate Use discretionary power Use to improve the service
Good Complaints HandlingDo and Don’tDon’t Argue with complainant Become personal Pre-judge issue Delay Fudge