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What steps should be followed following a complaint being made by a client?
Wiki User
∙ 11y ago
First and foremost it's essential to acknowledge receipt of your client's complaint. It may also be appropriate for your acknowledgement to include requests for any supporting documentation, if any has not heretofore been provided.
It's also essential to reaffirm your company's commitment to service, your deep disappointment that their experience has failed to meet their expectations. This does not imply, nor deny being wrong or right - it merely acknowledges you are sharing your concern with them that something has caused them to be unhappy.
Next, it's essential to share the compiled nature of the complaint with department heads and establishing a clear timeline as to when all of you expect to have the matter researched. If the company is in fault, admit it!! Don't bounce around with whatever flowery words you can think up to deny the truth.
Determine as a company what your client is worth to you! This is a mistake made by far too many young companies - they don't know how to apologise effectively and professionally.
Depending on the depth of the error, first see how and how fast you can rectify the problem. If the matter is past and it's impossible to repair, then decide what steps you must take to make this individual tell twenty people what an excellent company you are. If you don't do this, you may rest assured they will tell fifty people how bad you are and in the light of new media, they may effectively tell millions!
A small bouquet of flowers, a box of candy, for some - even a bottle of champagne or quality whiskey (but keep in mind alcohol can become offensive if the recipient's religion prohibits alcohol consumption or if they have medical reasons not to consume.
Ensure your apology, and there should always be one, even if your client is wrong...... is done in a way to make the client happy.
- - -
Mr Jones, I'm glad we were able to resolve this matter to your satisfaction. It was of great concern when we learned your package failed to arrive at its prescribed time. As you know, it was only once we discovered that your shipment was on the ocean liner that sank, that we realised it would be impossible to recover it. As a gesture of goodwill, we're replacing the item at no cost to you. And we've added a complimentary gift certificate in the amount of £20, which you may use for any purchase over £100 at any of our stores.
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It costs far more money to secure a new customer than it does to keep an existing one. Your client base is priceless: they are marketing ambassadors for you and your business. And they should always be treated as such.
Wiki User
∙ 11y ago
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