I recently visited a client and while passing through the warehouse to get to the office, I happened to notice a memo hanging on a bulletin board with other old dusty memos and announcements. For some reason this caught my eye and I stopped and read it. I believe it may be useful to others. Here it is:
Seven steps to successfully handle complaints:
1. Express regret quickly.
2. Trust the customer.
3. Never, never put the customer in the wrong.
4. Don’t pass the buck-accept responsibility.
5. Try to settle the complaint quickly.
6. Above all, make it known that you welcome complaints.
7. Finally, make sure you thank your customers for complaining.
One mans opinion. I do not know who the author is, but he got this issue correct.
I believe there is truth and good advice here. Think about it, show it to your people who are confronted with this issue, discuss it, possibly adjust your training program including these principles and response to such a situation. Don’t just give it out or hang it on your bulletin board, do something with it that improves your company standards when dealing with a complaint.
Those who understand the issue will realize that a complaint is an opportunity to create a positive experience out of a potentially negative situation. Exceptional customer service is a hallmark for a successful business. Effectively handling complaints is an important part of delivering exceptional customer service. It is a huge opportunity to connect with your customers and create a lasting and valuable bond.
When nothing goes wrong clients are happy, but when something goes wrong and you respond favorably you create loyal customers because you have been tested and in the tough moment of responding to something the customer was not satisfied with you demonstrated that the customer was more important then your bottom line and that you cared enough to support your customers needs when your company may have performed inadequately. Its an opportunity to do the right thing for your customer and if seized and acted upon everyone wins.
Train your employees to know, understand and practise the seven steps to successfully handle a complaint
Train your employees to perceive complaints as huge opportunities not problems, follow the seven steps and reap the benefits. Call if you need help 413-549-2966.
May 14, 2009 at 7:18 am05
Upon reading your blog I found it interesting. If ever consumer experience from disappointing to the products or services. In this particular case consumers mostly went to or call the customer service to share the problems they had. Here’s a great portal of information about consumer’s issues – Service Complaints
December 19, 2008 at 7:18 am12
The history of requirements for quality systems, or at least some elements of quality systems, goes back to pre-historic times. Almost 4,000 years ago, in the 18th century B.C., Hammurabi, the king of Babylonia, developed the first recorded code of law. The Hammurabi’s Code is a collection of laws and edicts, and is considered the earliest comprehensive legal standard. The code is engraved on a block of black diorite nearly 2.4 meters, or 8 feet high. A team of French archaeologists unearthed this block in Susa, Iraq, formerly ancient Elam during the winter of 1901-1902. The block, broken into three pieces, has been restored and now rests in the Louvre Museum in Paris.
December 19, 2008 at 7:18 am12
Most interesting, thank you…the need for systems to handle the way we live and work was understood that long ago…maybe we should be creating more systems for our business now, to help us all gain more control and greater profitability.