Top Tips: How to handle complaints

Complaints that blow out of all proportion are often not because of the complaint itself, but of the way it is handled...

If a product or service hasn't met the expectations of the client or customer then it is to be anticipated that the client /customer may be dissatisfied. It is particularly challenging when such dissatisfaction is expressed emotionally, or with anger, sarcasm or impatience. This situation is exacerbated if it takes place in front of colleagues or other clients/customers.

  • Before anything else acknowledge, acknowledge, acknowledge! This helps diffuse emotion

    'so I can help you, let me understand...'
  • Empathise - accept the problem from the client/customer point of view

    '... may I help you? '
    'I know how difficult...'
    'I know how it can be... '
    'I can appreciate... '
    'I can suggest... '
    'I understand...'
  • If in a shop or general office, and there is an opportunity to do so, take the client/customer to a quieter area, or to a separate room/office
  • Speak quietly but firmly and with authority so the client/customer believes you will be able to deal with the issue
  • Tell the client/customer what action will be taken and how it will help, indicate that something will be done, this calms the situation
  • Inform the client/customer- does the client/customer accept the information? This will indicate whether you have dealt with all the client/customer expectations
  • If the client/customer has an unrealistic expectation - be honest with them
  • If there has been a misunderstanding - acknowledge and inform in a tactful manner - take care not to mistakenly imply they are stupid or at fault
  • It cannot be over-emphasised that by recognising whatever the issue is and, regardless of your own opinion, acknowledging that it is an issue for the client/customer, is a key step in the process to resolving the problem
  • Listen carefully and show patience - anger dies down when people are able to talk through the details of their concerns
  • Understand the scope of the complaint - take notes to prevent having to ask the client/customer to repeat points
  • Ask questions and confirm your full understanding of the issue
  • If the client/customer is not offering much information use 'open' questions such as who/what/when/how/why/where and use phrases as follows:

    'Tell me more...'
    'Let me take some more details...'
    'How do you mean...?'
    'Can you explain a little further...'
    'Would you elaborate on that...'
  • Don't blame the client/customer or someone else for the problem
  • Don't make promises you can't meet
  • Explain to the client/customer what action you are planning to take and, if appropriate, give a verbal schedule of what will happen next. Ensure you have the correct contact information and respond as agreed - this is very important, you do not want to let them down yet again!
  • If, for some reason, you have not resolved the issue keep the customer informed of the latest position without delay
  • If someone insists on speaking to a manager/supervisor and that person is not available explain the situation and then offer to help in their absence, give your name to show that your are willing to take ownership of the issue
  • If you are unable to help, say so, don't try and bluff your way through, offer a solution in terms of making sure they are contacted by the person who can handle it and explain how and when this will happen
  • Summarise the query briefly and indicate what action will be taken
  • On rare occasions a client/customer may become abusive, advise them quietly, but firmly, that you won't listen to them/can't help them until they speak to you politely
  • If the client/customer continues to be abusive explain that whilst you are willing to help them you will not assist until they are reasonable in terms of their behaviour
  • Within each business there should be a standard procedure on which all staff members should be fully briefed, this will ensure a consistent approach across the company in the handling of such matters
  • Having a manager/supervisor nominated to handle difficult situations will also help as people generally have respect for staff in a position of authority
  • If staff have to handle difficult situations it may be advisable to have a de-briefing session with them, following the event, discussing the issue can help to relieve stress and offers an opportunity for 'lessons learnt' which may give valuable feedback to other members of the team

For further advice, or to discuss how we may help you in a specific area of this topic please call 01722 782288 or see our contacts page

  

 

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