11 Steps for Handling Client Complaints

Complaints Handling Policy

Develop a policy for handling complaints. It should include assuring clients that you value their feedback and are committed to solving their issues in a fair, timely and reasonable manner.



The policy should also:

• Explain how customers can file a formal complaint.
• Identify the steps you will take to discuss, handle, and resolve complaints.
• Particularize some of the solutions you offer to resolve objections.
• Inform customers of your commitment to continuous improvement.
  

Here Are 11 Steps Employees Can Take When Handling Complaints To Keep Their Customers Happy And Satisfied!

Your procedure may include the following steps.



1. Stay Calm: When a customer complains to you, keep in mind that the problem is not personal. Clients are not attacking you directly, but the current situation. There is no point in 'winning' the confrontation.
2. Listen Carefully: Let the angry customers blow off steam. Do not interrupt. When the clients see you not reacting, they begin to calm down. The clients' needs to be in a calm mood before they can hear your solution - or whatever you say about that issue.
3. Acknowledge the Problem: Let the customers know you hear what they are saying. If you or your company are at the mistake, acknowledge it. If you didn't make a mistake and there is a misunderstanding, explain it to the customer:
4. Record The Details of The Complaint: Once you have heard the matter, take the initiative in the conversation. Review the complaint in detail so that you can understand the issue correctly. Keep track of all complaints at a central place or register. That way, you can spot trends or issues.
5. Get All The Facts: Make sure you have correctly understood and recorded the details of the complaint. Ask questions if necessary.
6. Discuss Options For Solving The Problem: Ask the customers what answer they are looking for. It could be a repair, exchange, refund, or excuse. Determine if the request is appropriate.
7. Act Quickly: Try to resolve the matter quickly. If it takes a long time, customers get angrier, making it difficult for you to handle the situation.
8. Consider Giving The Customer More Than They Want: Remember their investment of time and emotion. Consider the customer's lifetime value to the business.
9. Fulfill Your Promises: Keep the customer informed if there is a delay in resolving their matter. Do not make promises on things that you cannot deliver.
10. Compliment The Client: Always thank the customer for bringing up the issue and let them know that management is reviewing the matter.
11. Follow-Up: Check with the customer to see if they are happy with the way their complaint was handled. Also, inform them what you are doing to avoid any trouble in the future.

The Takeaway

Ensure that your employees are trained to follow your complaint handling process and resolve problems as quickly as possible. 

Encourage your customers to provide complaints and feedback so that they can notify you of a problem and allow you to fix it. 

After successfully resolving customer complaints, you will better understand their needs, keep them as loyal customers, and promote your business!

Contact us today, at Cartier CPA's our goal is to provide clients with the highest level of respect and quality of service.