Dealing With Customer Complaints!

Step 1 Acknowledge 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.

Step 3 Offer a preliminary response

This will help keep the client happy untilThe 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.

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.