How to resolve customer complaints

Daily we deal with a more demanding client environment. Complaints about service and products are not going away anytime soon. One of the best ways to adapt to this more open environment is to get better at solving client complaints.

Things You'll Need

• Know what you can do in these situations
• Willingness to do it

Instructions

1. Find out what the real problem is. Ask a few questions to find out what the real problem is. Example; Hi my name is ----- and I want to help solve your challenge, tell me where we are at this point.

2. LISTEN- Actually listen to what the person is telling you about their experience.

3. Prove you heard them. Tell them what you hear them saying the challenge is.

4. Offer a solution. One option is to resolve the problem for them, now. If you can not do that let them know who will be solving the challenge for them and when they can expect to hear from them.

5. Follow up on this. The client will remember that you either helped them or left them hanging, if the manager does not call them back. PERSONALLY SEE THE CUSTOMERS PROBLEM IS SOLVED

6. Once the challenge is solved, do not talk about it again, unless the client wants to. No-one wants to always be reminded of the bad experiences in life.

Tips & Warnings

• Be kind, care about the clients needs