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    Handling Client Complaints.: A List of Steps

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    laura
    When a customer purchases a product or service, they expect it to work as promised or for the service to meet expectations. However, if a problem arises and a customer complains, the company should quickly address the issue and resolve the customer's problem through customer service. It is also important to follow up to improve business processes and prevent future complaints. The document then lists steps for handling client complaints which include identifying the client and issue, solving the problem, following "golden rules" of not arguing, interrupting or having an agitated tone, using proper body language like making eye contact, and carefully listening by taking notes, showing empathy and respect.

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    Handling Client Complaints.: A List of Steps

    Uploaded by

    laura
    96 views1 page
    When a customer purchases a product or service, they expect it to work as promised or for the service to meet expectations. However, if a problem arises and a customer complains, the company should quickly address the issue and resolve the customer's problem through customer service. It is also important to follow up to improve business processes and prevent future complaints. The document then lists steps for handling client complaints which include identifying the client and issue, solving the problem, following "golden rules" of not arguing, interrupting or having an agitated tone, using proper body language like making eye contact, and carefully listening by taking notes, showing empathy and respect.

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    student task

    Original Title

    Procedure

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    When a customer purchases a product or service, they expect it to work as promised or for the service to meet expectations. However, if a problem arises and a customer complains, the company should quickly address the issue and resolve the customer's problem through customer service. It is also important to follow up to improve business processes and prevent future complaints. The document then lists steps for handling client complaints which include identifying the client and issue, solving the problem, following "golden rules" of not arguing, interrupting or having an agitated tone, using proper body language like making eye contact, and carefully listening by taking notes, showing empathy and respect.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    96 views1 page

    Handling Client Complaints.: A List of Steps

    Uploaded by

    laura
    When a customer purchases a product or service, they expect it to work as promised or for the service to meet expectations. However, if a problem arises and a customer complains, the company should quickly address the issue and resolve the customer's problem through customer service. It is also important to follow up to improve business processes and prevent future complaints. The document then lists steps for handling client complaints which include identifying the client and issue, solving the problem, following "golden rules" of not arguing, interrupting or having an agitated tone, using proper body language like making eye contact, and carefully listening by taking notes, showing empathy and respect.

    Copyright:

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    Handling Client Complaints.

    When the customer pays for a product or service, it is assumed that the product
    will work correctly or that the service received is as promised. Ideally, the
    customer will be satisfied, and there will be no complaints.
    If there is a problem and the customer complains about it, your company
    should quickly answer the complaint and solve the customer's problem. This is
    often done through your company's customer service activity. But also, you need
    to follow up and improve your business processes to rectify the problem.

    A list of steps.

    1. Identify name of client & company.

    2. Identify the nature of complain.

    3. Solve the problem.

    4. The tree” golden” rules:

    • Do not argue with the client


    • Do not interrupt with the client
    • Have a calm tone

    5. Body language.
    • Face the client
    • Have eye contact
    • Have open expression

    6. Listen to the client by:


    • Taking notes
    • Show empathy
    • Show respect
    • Listen carefully

    7. Special bonus

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