This is how we resolve client complaint
- Be proactive in looking for and responding to customer feedback and complaints. Don’t wait for complaints to come to you directly. Monitor review sites, social media, and other channels where customers may voice issues.
- Respond to complaints in a timely manner. The longer a complaint goes unresolved, the more frustrated the customer will become, even if the eventual solution is the same.
- Take ownership of the issue and offer appropriate solutions. Don’t blame the customer, even if the problem was their fault. Apologize for the frustration and try to offer multiple solutions that could suit their needs.
- Use active listening to fully understand the complaint. Ask clarifying questions, stay focused on their needs, and empathize with their frustration.
- Acknowledge the customer’s frustration and validate their feelings. Showing empathy is crucial for de-escalating the situation.
- Seek a first-call resolution whenever possible. Resolving the issue completely on the first contact reduces friction and further frustration for the customer.
- Provide a clear plan of action if you can’t resolve it immediately. Explain what you’ll be doing next and when the customer can expect to hear back from you.
- Follow up to verify the solution worked and the problem is fully resolved. Reach out after a few days to ensure the customer is satisfied.