One of the primary indicators of a successful company is that of the manner in which it deals with customer complaints. It is indeed a challenge to exemplify this skill as the stakes are high whereby the staff’s failure of addressing customer concerns can blemish the company’s reputation and strain relations between the customer and the company. As such, it is paramount for organizations to adhere to conventions of proper customer service etiquette in tackling complaints effectively either over the phone, email or in person, and providing a competitive edge in their respective industries.
In a bid for employees to exhibit these practices, there needs to be a clear written procedure on tackling customer complaints through all modes- in-person, electronic mail and telephone, that needs to be communicated to the staff to acquaint them with standards expected of them when delivering customer service. Such procedures should be initially practiced on the staff before rolling them out as policies, so as to equip them with a repertoire of skills in handling customer complaints and evaluate their performance in handling adverse situations and their ability to use their discretion if the issue is complex. If the procedure proves to be effective, it can be laid down as a company policy, otherwise revised accordingly. There should also be records of all agreements and undertakings with customers so that staff can refer back to them when addressing a particular complaint and it reduces the customers’ hassle of having repeat their history of transaction with the company at length.
Delightdmin