When people are upset today, they make it known in many ways:
- they take to social media and let everyone know,
- they text their closest friends and let them know,
- they call or email and let the company know their displeasure,
- they ask to talk to a member of management to voice their disapproval,
- they move on and never tell the company about the poor service,
In each case, companies need a plan to handle client complaints. This type of information can actually be very valuable and companies cannot ignore this information.
The best way to deal with these complaints are the following:
- Don’t take complaints personally. Too many people lash back when clients start hollering and getting upset. Quickly defuse the situation and always strive to keep the conversation professional when handling the complaint. (Warning – People have short fuses and often the smallest things can set them off. )
- Document the complaint and let clients know their complaints are being recorded. This shows the client that his/her voice is being heard.
- Review the complaint. Some complaints are viable and some complaints may not be viable. The customer is not always correct.
- Look for patterns with respect to client complaints. If there are any patterns regarding a product of service, immediate action should be taken.
- Find the root cause of the complaint. The complaint may just be a symptom of a real underlying issue at hand. Take some time and thoroughly investigate the complaint.
In the end, complaints are a fact of doing business and it is critical to have a process in place to address these issues. Companies can learn a lot about their processes when they take the time to examine their complaints a bit closer.