Question

Assume you want to establish a set of standards for your employees in "the handling a complaint from the company's customer complaint line".   Outline the important steps you would use in determining what should be considered.

Answer 1

Managing customers' complaints and resolving them are important for a business and which will results in improved business processes and growth of the entire business.

For a business, it is likely to receive customers' complaints and they have to deal it with constructive manner to keep the valuable customers, to develop a policy or standards to handle the customers' complaints, the employees should follow a formal and simple procedures which should be easy to understand and follow by all the employees.

Some steps to be considered are : -

• Listen and understand the problems : first of all, keep calm and listen to the customer's complaints, they are concerned about your product or service. Let them have the time to explain their issues.

• Empathize and assure the solution : After listening the issue, then empathize with the situation to have such complaints. Then immediately, offer them a solution to the issues, which we can do and do not which we can't do.

• Solve the issue : solve their problems as they requested to you or with an alternative method.

• Feed back and follow up : The purpose of this step is to show the customers that, the employees are working sincerely for them on behalf of the company. Follow up will help the company to prevent the situation from happening again and will satisfy the customers that we have taken care of their concerns.