Nine Questions to Ask When Handling Complaints
Front line staffs are the first to hear a customer's complaint or inquiry.
Their handling of this contact is the first opportunity to create loyalty to
the company, and they hold the key to repeat business from dissatisfied
customers. Front line personnel should ask themselves:
- Do I serve each and every customer in a manner that will make this
customer want to purchase my company's products and services again?
- When a customer has a question, do I take the time to offer a clear and
responsive explanation?
- When many customers have the same question or problem, do I recommend
improvements through the channels available to me?
- Do I use all available tools and authority to resolve customers'
questions and problems the moment they occur?
- When a customer has a problem, do I view this as an opportunity to turn
this person into a loyal customer of my company?
- When I have to deal with an angry customer, do I first listen calmly to
allow the customer's anger to ease before proceeding with an apology and an
agreement on a course of action?
- Do I actively ask customers if they are satisfied with the service and
take interest in and, if necessary, action on what they say?
- Do I know how to fix or remedy the problems my customers have sot that
they are satisfied?
- Do I actively look for sources of potential problems and try to the best
of my ability to say or do something to prevent the problem or ease the
situation?
-- From "Corporate Guide to Effective Complaint Management," which can be
purchased through the SOCAP International Resource Center Bookstore.
