69. If there is a problem and
the client complains about
it, you should quickly
answer the complaint and
try to solve the clients
problem. You also need to
follow up and improve
your business processes
to rectify the problem.
71. Make sure the client is
completely satisfied; you
may want to provide some
special service or a reduced
price on another product.
This is to assure the
customer will come back for
more business.
72. Try to rectify the
problem.
It is in the company's
best interest to solve any
problems and try to make
sure that they don't
happen again. It is
foolish for a company not
to use clients complaints
to initiate a corrective
action.
73. Satisfaction
Make sure by the end of
it the client leaves
satisfied. Him/her have
been heard.
Dealing with a customer
complaint can lead to a
more loyal customer
than others who may
not complain or have
problems.
74. Good Complaints
Do and Don’t
Do
Focus on the customer
Know the law and customer
entitlements
Respond promptly
Get full facts
Give clear explanations
Apologise, if appropriate
Use discretionary power
Use to improve the service
75. Good Complaints Handling
Do and Don’t
Don’t
Argue with complainant
Become personal
Pre-judge issue
Delay
Fudge