Master the Art of Complaint Handling

Rules of Complaint Handling

• Preparation is important before dealing with customer problems

• Focus 100% of your energy and attention on the customer when dealing with complaints

• Do not take customer complaints personally

• Always start with a warm, friendly greeting to create a positive environment

• Allow the customer to empty their "bucket" by letting them speak first

• Listen with empathy, not sympathy, to show understanding of the customer's situation

• Make sure the customer knows you have heard them by using active listening techniques

• Stick to the facts when fact-finding to separate emotions from the issues at hand

• Understand what is important from the customer's perspective by allowing them to tell the whole story

• Negotiate a mutually acceptable solution once armed with all the facts and understanding of the customer's concerns

• Fixing the customer is equally as important as fixing the car

• Following these rules will improve the results of customer complaint handling situations.Title: Rules for Successful Complaint Handling

• Negotiations should be seen from the customer's perspective and avoid creating situations that may seem like coercion.

• In most cases, negotiations involve finding a settlement that satisfies all parties involved.

• There are five key factors to consider when negotiating an agreement.

• Follow-up is crucial to ensure that the complaint is completely resolved.

• It is important to double-check that everything has worked out as planned to avoid undoing the good work done.

• Complaint handling is an investment of time and energy that is well worth making to avoid potential costs of lost customers, bad publicity, and legal action.

• The overarching attitude and approach to all facets of problem-solving should be to find a value-added solution.

• Good customer relations are crucial to customer satisfaction.

• Turning negative circumstances into opportunities can result in highly satisfied customers.

• An irate customer turned into a satisfied one can become a lifelong friend and a staunch supporter and advocate.

• Taking the extra step can turn potentially damaging results of a dissatisfied customer into a strong positive for the organization.

• Following these rules can lead to successful complaint handling and the development of a loyal customer following.