I recently read an article in smarter business ideas magazine which I subscribe to
www.smarterbusiness ideas.com.au
the article supplied a simple list of points on how to turn unhappy people into customers for life ….what a great idea.
Complaint handling list of things to do
1. Listen
2. Empathise
3. Keep your response calm and speak softly
4. Understand the real casue..so clarify
5. Acknowledge the problem
6. Make a genuine apology
7. Work out a way to fix the problem
8. Set a deadline for the solutions and the steps involved
9. Mutually agree on a follow-up plan and contact timing
10. Make sure you personally follow-up the resolution