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Friday, October 21, 2005

Ten Ways to Handle a Customer Complaint

Most professionals take pride in the work they do. Dealing with complaints is often challenging and upsetting. It is very natural to try to explain or justify what was done. The suggestions I have made in this list are not easy to do in the heat of a situation. So when you hear a complaint about you or your business/practice perhaps the best strategy is to count to ten and then do some of the following:

1. Listen – Resist the temptation to argue with the client. Instead ask questions to get to the bottom of the situation. What is the client really upset about? Show the client that you really understand the situation from the client’s perspective.

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