COMPLAINTS –

Dealing with Grievances –

       Businesses are successful only if their customers and clients are satisfied with the products or services.

              Successful leaders and managers know it is easier  and more profitable to generate additional business from existing clients than to find new ones.

       Valued customers could be lost if complaints are not handled skilfully and speedily.

       Complaints should be treated as indicators of potential troubles,  so train your staff to deal with complaints promptly.

A handful of tips to overcome a customers grievances’

* Listen carefully

     Don’t talk or interrupt while the complainant is talking.

       Make notes.

       Be helpful.

       Show empathy for their concerns.

       Remain polite and professional.

* Investigate

     Get all the facts.

       What is the complaint really about?

* Discuss the options

       Offer a solution for correcting the situation.

* Act quickly

     Get back to the customer promptly, as soon as you have investigated the situation.

       Apologise for any shortfalls, where appropriate.       

       Don’t become defensive. Don’t try to cover up.

* Retain customers

        Tell them what action you propose to take.

       Thank them and make them a special offer of some sort.

       Keep your promises.

       Follow up and tell them what actions you have taken and thank them again for raising the matter.

Geoffrey Moss (mossassociates.co.nz)

“Satisfied customers are one of a company’s greatest assets.”

       For those in need download our FREE book “NO JOB! WHAT NOW? available from our website.

Source: Time-Savers, Moss Associates .Ltd  New Zealand; McGraw-Hill, Australia; Times Business Books,  a Federal Publishing House, Singapore and  Qingdao Publishing House, China.