Dealing with client complaints

Preparing an effective complaint handling policy is key to long-term sustainable business growth and client retention.
As part of the natural process of business growth, your business is bound to come across customer or client complaints at some stage. In a matter of when and not if, here are a few key steps on how best to resolve client complaints and work towards a constructive complaint handling policy.
 
Acknowledge the complaint:
Never turn away a client reaching out to communicate with you. Make an effort to listen to their complaint and directly acknowledge them while being polite and courteous. By doing so, clients will feel appreciated and will more likely expand on their criticisms with constructive and civil feedback on your business hole, as well as aiding you with developing your complaint handling policy.
 
Discuss directly with the client:
If possible, it is best to directly contact the client (via phone or email) to gain a wholesome understanding of the sources of their complaints and any solutions or compromises they are willing to suggest. By personally interacting with clients and gaining a customer perspective, it will be easier for you to decide if their complaints are reasonable and how best to resolve the issue. Keeping the client actively engaged with you will also improve your business image to be attentive and client-satisfaction oriented.
 
Commit to resolving the complaint as fast as possible:
In order to ensure that your client will not escalate the problem further, act fast and keep the customer informed of your progress when resolving their complaints. Consider setting a timeline for your response management and commit to it. It is important to keep yourself accountable for any delays in the complaints handling process and to inform your clients if any additional problems do occur.
 
Ask for feedback:
After resolving a client complaint, kindly ask for feedback on the handling of their issue and whether they were satisfied with your business’ complaint handling policy. Ask for constructive criticism so that you can continue to develop your complaints handling procedure and improve your interactive services.

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