Feedback Form
Home Features Mastermind Forums About Advertise Blog Network Contact Be An Author

10 Tips on how to handle a complaint

10 Tips on how to handle a complaint

I’ve treated this as a complaint by telephone yet the tips can be used to equally positive effect a face to face.

1. The absolute golden rule on this as far as I’m concerned is: Ears to attention

2. Let the caller have his or her initial say, whoever it is and whatever the complaint is about, without interruption

3. This is especially true if the reason for the call is to complain about your company’s product or service rather than a competitor

4. Really take especial care with this and make it clear that you’re glad they did call you and give you the chance to put whatever’s wrong right (often people don’t call to complain, they just go elsewhere, meanwhile telling everybody who will listen about the lousy service they experienced with your company)

5. Bear in mind that you will not get anywhere until you have given the caller a chance to get their grievance out into the open

6. Listen carefully with 100% of your concentration, whatever the nature of the complaint - if you’re only half listening, it sends out the wrong message and I guarantee the caller will pick up on it - they will feel, rightly or wrongly, that their business is not that important to you

7. If the caller is a chatterer, use more ‘closed’ questions - those which elicit a "yes" or "no" answer in order to control the call

8. If the person answering the incoming call is unable to see it through to a successful conclusion ensure that he or she can at the very least inform the caller what the next steps will be, for example:

"Our Sales Director/ CEO will want to deal with this and speak to you himself. He’s with a client this morning but will be back in the office this afternoon. I’ve taken down the details and would just like to recap the main points with you, so that you know you’re not going to have to go through it all again” (run through the points, giving the caller the opportunity to agree with your understanding of the situation or correct you)…

9. At the end of the call ensure the next activity is agreed with the caller, written down and followed through:

"I’ll do some checking in the meantime, as he will want to look into how this came about. If for any reason he can’t get back to you by four o’ clock, I’ll call you. My name is (give your full name).

10. That call back must be diarised and made at the agreed time even if, or especially if something has prevented the progress anticipated being made. I cannot stress this point enough - it may not be fair but your credibility as a small business or the main contact point of a larger one often depends on you doing what you said you would, when you said you’d do it.

Finally, if you've handled this situation well and you don't keep on messing up in future, you've probably now got yourself one heck of a loyal customer!

Linda





10 Tips on how to handle a complaint - To learn more about this author, visit Linda Mattacks's Website.

Like this article? Share it with your friends

Article Feedback
 Article Feedback No article feedback found.
  Leave Your Feedback
article feedback

Article Feedback
George Ludwig
George Ludwig is a recognized authority on sales strategy and peak performance psychology. An international speaker, trainer, and corporate consultant, he helps clients like Johnson & Johnson, Abbott Laboratories, Northwestern Mutual, CIGNA, and numerous others improve sales force effectiveness and performance. Though it's George's strategies and processes that help corporations increase productivity and performance, it's his tremendous energy and dynamism that spark the transformation. Again and again, clients remark on his amazing ability to unleash human capacity and inspire men and women to break out of their comfort zones. The result is a whole new type of salesperson. His customized presentations teach achievers to make stunning advances in their lives. From helping salespeople realize cherished dreams to helping corporations exponentially accelerate revenue streams, George Ludwig leaves audiences and individuals empowered, emboldened, and clamoring for more. George is the best-selling author of Power Selling: Seven Strategies for Cracking the Sales Code and Wise Moves: 60 Quick Tips to Improve Your Position in Life & Business. - Visit George Ludwig's Website


To learn more about the Evan Elite Author Program please contact us.

About The Author


Linda Mattacks
(Visit Linda's Website) "Linda Mattacks is one of those rare professionals who combine deep strategy-awareness with a thoroughly practical approach to business marketing. What's more, she is as much a hard-nosed and sales-driven results seeker as she is an intuitive people person who understands what makes everyone tick. She has built a wealth of experience in sales training, business research, marketing campaign planning and project management. Linda has helped organisations of all types and sizes in the UK and Europe to learn more about their customers and markets, and turn that knowledge into revenue. Her mature and human manner has won her both business partners' and colleagues' complete trust, which has opened many new opportunities for all involved.” - Jaakko Alanko - MD McCann-Erickson, Business Division, London, England ... Linda Mattacks is a trainer and mentor. She has developed Selling For Business a suite of courses that combine the sales, research and contact marketing skills that enable individual entrepreneurs and small businesses to compete successfully with large organisations. Please visit www.sellingforbusiness.com for more details or www.smallbusinesstraining.co.uk for lots of tips and ideas...


Linda Mattacks is a Gold author on EvanCarmichael.com
About The Author

View Author Blog
Small Business Training - Training for small businesses and learn how to stand out from the crowd!
Small Business Training
View Author Blog

View Author Video
View Author Video

Free Downloads


Linda Mattacks's

Complete
List Of
Sales
Articles

Name
Email
If you enjoyed this article, get Linda Mattacks's Complete List of Sales Articles For FREE!

More Linda Mattacks
Brand Matters
Learn To Negotiate Successfully In Business
Professional Telephone Selling Project The Right Image
Find out what your customers REALLY want
Do Your Customers Pay On Time 5 Check Points For Upfront Ease Of Payment
6 steps to meet the challenge of objections
10 More Tips On Preparing For The Call
Your potential gold mine
If something is getting you down find out what you can learn from an old donkey
Are you chasing rainbows
Free Downloads


 
 
 


Evan Elite Authors
David Barr  
David Acheson  
Jay Kubassek  
Evan Elite Authors

Become An Author
Have you written articles that would be of value to entrepreneurs? Become an expert on our site by publishing them! Expose yourself to a wide audience, drive more traffic to your website and get more sales! Click Here for details.
Become An Author

Evan's Latest Video
Modeling the Masters: Learn the true secrets behind Walt Disney's business success factors & grow your company! Video produced by Phanta Media
Evan's Latest Video

Business Opportunities
"Learn straight from Evan how you can Make a Full Time Income (And More) from a Website"

How to Start An Online Business

Click Here To Learn More
Business Opportunities



Evan's Newsletter
Get advice & tips from famous business owners, new articles by entrepreneur experts, my latest website updates, & special sneak peaks at what's to come!
Name:
Email:
Evan`s Newsletter

Free Downloads
Essence of Leaders Icon Essence of Leaders
Disciplines of Success Icon Disciplines of Success
Self-Employment Guide Icon Self-Employment Guide
Future Networking Icon Future Networking
Think Networking Icon Think Networking
Free Downloads - Complete List

Entrepreneur Tools and Guides
Write The Press Release
Write The PR
Press Release Builder
 
Top 50 Debt Blogs
Top 50 Debt Blogs
Learn To Get Out Of Debt
 
Entrepreneur Tools and Guides

SEO For Africa
SEO For Africa
Aubin Kacou Yopougon, Cote D'Ivoire,
Aubin Kacou
Yopougon, Cote D'Ivoire
SEO For Africa

If I Were A Startup...
Catherine Daw, > $4 Mil in revenues
Catherine Daw
> $4 Mil in revenues
Lisa Shepherd, $335k to $1.1 Mil in 2 years
Lisa Shepherd
$335k to $1.1 Mil in 2 years
If I Were A Startup... - Complete List

Famous Entrepreneurs
Vince McMahon, WWE
Calvin Klein, Calvin Klein
Calvin Klein
Calvin Klein
Famous Entrepreneurs - Complete List

Entrepreneur Advice
Donald J. Trump, Trump University
Donald J. Trump
Trump University
Michael Gerber, The E Myth
Michael Gerber
The E Myth
Entrepreneur Advice - Complete List

Popular Articles
(Premium Authors)

     Keeping the Faith is possible even in the most difficult times!
By Karen Parsons
     Learn why you need to Manage your Anger!
By Karen Parsons
     Invaluable Stress Relief Tips that will help you get to the root of your Stress!
By Karen Parsons

Have A Suggestion?
Toronto Salsa Classes / Toronto Salsa Lessons Email us your ideas on how to make our website more valuable! Thank you Sharon from Toronto Salsa Lessons / Classes for your suggestions to make the newsletter look like the website and profile younger entrepreneurs like Jennifer Lopez and Sean Combs!
Have A Suggestion?

More Evan Carmichael
More Information