- 1
Get all the facts when dealing with customer issues and complaints.Jupiterimages/Photos.com/Getty Images
Get all the details. Speak to the customer and get his account and feedback of the complaint. Record the date, time, exact situation, who was involved and where the situation occurred. If there were any other witnesses to the occurrence, write down their observations also. - 2). Have a standardized form ready for such occurrences. This helps to provide employees and managers with a framework for consistency and accuracy in the handling of these incidents. These forms should be circulated to other managers in the same work area to prevent the problem from occurring again.
- 3). Remain objective. Do not take sides or offer your opinion. Stick with the facts. Be clear, concise and detailed as you take notes. Taking the time and making the effort to write a report and resolve the conflict will make the client feel pampered and important.
- 4). Assure the customer that the details of the complaint will be shared with other employees and managers to make sure that the situation is taken into consideration.
previous post