Follow these tips to set your policy of handling complaints:
1 – Listen to the complaint and ensure that you understand the details of the problem.
2 – Discuss options for fixing the problem. Ask the customer what response they are seeking; it could be a repair, replacement, refund, or apology. Decide if the request is reasonable.
3 – Act quickly to avoid escalation. Stand with your promises to customers. These make them more satisfied with your service.
4 – Follow up. Contact the customer to find out if they were satisfied with how their complaint was handled. Let them know what you are doing to avoid the problem in the future.
5 – Make sure your staff is trained to follow your policy when handling complaints and that they have the power to resolve issues as quickly as possible.
However, you followed those tips, you should ensure that the steps of making a complaint are clear to your customers. Definitely, it’s so important to let your customers know that you appreciate their feedback, and handle it constructively.
If it sparks your interest, or you have any other questions, we can offer you our business consulting and marketing services.