A couple of weeks ago I looked at the best way of making a complaint if you are unhappy with goods or services so that you get the problem dealt with quickly and effectively.
This week we’re going to look at it from a different point of view – handling complaints. If you work in the service industry – retail shops, offices, food outlets, selling holidays or insurance, driving a bus or a taxi – there will probably be times when people make complaints and you have to deal with them. So, here are some tips that will help you to do this in the most stress-free way (stress- free for both you and the customer!)
- Always deal with complaints promptly and courteously. If you don’t, the customer will start to feel angry and frustrated.
- Remember – the customer is always right (until you have firm evidence to the contrary)! If you try to bear this in mind when you received a complaint you will deal with it much more considerately and sympathetically.
- Honesty is always the best policy. When you (or the company you work for) have made a mistake, you should admit it. Making up excuses could do more harm than good to your credibility.
- Put yourself in the customer’s shoes and ask yourself how you would like the complaint to be dealt with. Then make sure that the customer knows the complaint is being taken seriously.
- Never try to off-load blame onto someone simply to exonerate yourself. But if it’s not your fault – say so.
- Don’t lose your temper. Take a deep breath and stay calm whatever the provocation.
And finally – if you don’t feel the complaint is justified, stand your ground. Explain your position clearly and firmly but don’t be intimidated.
Author: Diana Nadin
