Complaints

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Complaints

• How to effectively handle complaints.
• By Jeremy Capell

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Step One

• Put yourself in their shoes.

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Step Two

• Disregard Outrageous Claims.

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Step Three

• Apologize for it.

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Step Four

• Respond Quickly

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Step Five

• Offer a settlement, compromise, or good will
  gesture.

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Diffusing Angry People

• Do Listen
• Do Show Empathy

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Diffusing Angry People

• Do Remain Calm And Respectful
• Do Acknowledge The Anger

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Diffusing Angry People

• Do Apologize Without Accepting Blame
• Do Agree With The Person That Is Angry

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Diffusing Angry People

• Dont Debate The Facts
• Dont Ask Why Questions
• Dont Jump To Hasty Conclusions

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Good Feedback

• Descriptive
• Specific
• Well Timed

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Good Feedback

• Clear And Easily Understood
• Suggests What The Customer Can Do
• Doesnt Make Commitment That Cant Be Kept

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Golden Rule

• Treat others as you would like to be treated.

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Sources

• Better Business Bureau How to Resolve Customer
  Complaints. http//www.bbbvan.org/
• resolve_customer_complaints.php
• School for Champions Dealing with Customer
  Complaints. http//www.school-for-champions.com/
• tqm/complaints.htm