Complaint Handling- Conflict Resolution In Business
Complaint handling is an art form often neglected by customer service departments. If your customer service team is not fully equipped to deal with angry and fractious customers, you may see that many of these individuals will defect to the competition.
From time to time we may get the odd complaint about our product or service. Normally when people complain they have a reason to do so. By acknowledging the issues and dealing with it immediately or as soon as possible you are demonstrating to the client your dedication to them and your will for them to do continued business.
Your staffs need empowerment and also a system so they know how to act. Provide training and information on your complaints procedure. This will help them in the emotion situations and they will know how to act professionally and appropriately.
Start off with an apology. By apologising to the client you are taking a large part of the emotional concern away. You will notice clients acting calmly and be able to work with them. Most clients want you to listen and to show empathy to their concerns. An apology will help.
It is important to listen to your clients. Don’t get defensive when they speak and fully hear them out. Show concern to the client and show empathy and correct body language. If you follow up on the information or solution this indicates to the client you are really concerned and it was just not a reaction to their complaint. Follow up letters are great to demonstrate that you are really concerned, plus if the solution didn’t fit or they are still unhappy this gives you the ability to re-evaluate the situation. If you monitor your complaints or survey your customers you will find out if they are happy with your services. The happy customer is one that will continue buying off you for years to come. Repeat business also is the easiest and best business.
Related posts brought to you by Yet Another Related Posts Plugin.
Posted: September 14th, 2010 under Customer Service.
Tags: "conflict resolution - customer service", "handling conflict techniques", article customer concern resolution, australia cusatomer describe a conflict with a customer, business handling techniques, client conflict resolution, client service conflict, clients resolving techniques, complain handling technique, complaint and conflict resolution techniques, complaint handling, complaint handling &resolution, complaint handling and resolution techniques, complaint handling in sales, complaint handling techniques, complaint resolution techniques, complint handling from customers, conflict and customer complaints, conflict customer service, conflict handling in customer service, conflict handling with customers, conflict in customer handling, conflict resolution and customer service, conflict resolution for customer service, conflict resolution in business with customers, conflict resolution in customer service, conflict resolution procedure with customers, conflict resolution techniques customer service, conflict resolution tips in customer service, conflict resolution when handling customer complaints, conflict resolution with customer, conflict resolution with customers, conflict resolutions customers servise, conflict with customer for non paymentsuing customer, conflicts and complainty handling, conflicts in customer service, correct bodylanguage in handling complaints, customer, customer complaint confict resolution, customer complaint conflict resolution, customer complaints resolution technique, customer conflict resolution, customer handling complaints & conflict resolution, customer handling techniques, customer serrvice conflict, Customer Service, customer service conflict resoltuion, customer service conflict resolution, customer service conflict resolution for nyc transit, customer service conflict resolution procedure, customer service conflict resolution techniques, customer service conflict tips, customer service conflicts, customer service handaling conflict, customer service handeling conflict, customer service handling conflict, customer service issues and resolutions, customer service issues and resolutions techniques, customer service resolution techniques, customer service scenario and handling conflict resolution, customer services example of handling conflict, customerconflictandcomplain, customers service conflict resolution, dealing with customer conflicts "customer service", descibe techniques of handling sharps, describe techiques for handling complaints, describe techiques for handling conflict with customers, describe techniques for handling conflict customer service, describe techniques for handling conflict when dealing with complaints, describe techniques for handling conflict with a customer, describe techniques for handling conflict., describe techniques for handling sharps, describe techniqus for handling conflict in customer service, describe the techniques for handling sharps, disagreement with a customer, dispute resolution with client techniques, example of customer service conflict handling, handle customer service dispute resolution, handling a customer conflict, handling client conflict cosmetology, handling client's needs, handling complaints and conflicts, handling complaints and conflicts of customers, handling conflict customer service, handling conflict in customer service, handling conflict resolution customer service, handling conflict resolution with a customer, handling conflict sales, handling conflict with a customer, handling conflict with clients, handling conflict with customers, handling conflict/complaints techniques, handling conflicts and complaints, handling conflicts in customer care, handling conflicts in customer service, handling conflicts with clients, handling conflicts with customer, handling conflicts with customers, handling confrontation with customers, handling customer conflick, handling customer conflict, handling customer conflict in a public business, handling customer conflicts, handling customer service conflicts, handling customers needs, hanling conflcit with customwr, needs of customer conflict with business, procedures for handling client conflict, sample conflict in handling customer service, start, technique for customer conflict resolution, technique of handling the conflict with customer, techniques for handling complaints, techniques for handling conflict, techniques for handling conflict in complaints in a business, techniques for handling conflict in customer service, techniques for handling conflict with customers, techniques handling conflict customer service, techniques of complaint handling, techniques of dealing complaint, workplace customer service departments conflict resolution systems