How to handle to the complaints and reclamations of the client

25 September 2009 - 19:38

In all business always the complaints and reclamations on the part of the client will exist, or who is a very demanding client, or we are we ourself those that we have committed some error, for example, to the sold salary a defective product, or to the offered salary a bad service or a bad attention.

Whenever these problems, a general rule in the handling of the complaints arise and reclamations, it is to maintain the calm at any moment. We always must maintain a calm attitude and by no reason to discuss with the client.

Before the appearance of these disadvantages, we must be conscious that we were in a difficult situation, but before worrying to us to lose the client and of which it tells his bad experience to other people, we must take the situation like an opportunity stops:

• to know the opinion the client: some clients never complain, and the one that does it to one is an opportunity to know in what we are failing and what we must correct.
• to reinforce our relation with the client: a complaint or reclamation is an opportunity so that the client feels listened and useful, to show our interest to him to take care of it, and an opportunity so that, besides satisfying its request, power to go beyond its expectations.

We see through the following steps, how we must come before the complaints or reclamations from the client, and how it is that we can turn the problem into a true opportunity:

1. To confront the problem

The first step to handle to the complaints and reclamations of the client, is to confront the problem and to take care of the complaint or reclamation as soon as it is possible to us.

In case we are those that we have committed some error, we do not have to hope to that the client lets it to us know, but must anticipate to its complaint or reclamation, approach to us or communicate to us with him, and to confront the problem.

2. To listen kindly

Secondly we must kindly listen to the complaint or reclamation of the client, and make the questions that are necessary to assure to us to have included/understood the problem well.

It will allow, besides being able to understand the problem, power us to demonstrate our interest by its situation, which will as well help us to calm it.

Por el contrario, S.A. to tell us to its complaint or reclamation, we are been relaxing, for example, watching towards another side while he speaks to us, it could bother it still more, and make worse the situation.

3. To offer excuses to him

Once understood the problem we must offer our excuses to him.

For it we can use phrases like “him request that excuses to us”, or “him agracemos that has indicated its complaint to us”, and next, of being necessary, giving a brief excuse him by the happened thing.

Offering excuses will allow us to let know him to the client that we have included/understood the reason for its complaint or reclamation, which also will help us to calm it.

In case the problem has been only a misunderstanding, simply we can give the explanations him of the case.

4. To solve the problem

The following step is to solve the problem as soon as it is possible to us.

For it we can we ourself take the initiative, or can choose to ask to him the client how it is that it wanted that we solved the problem.

Perhaps the client wants that we replace a defective product to him, or that we give back the money to him inverted in some product. In these cases, whenever it is possible to us, we must satisfy the client and give him what it asks to us.

In case one is a problem that we cannot solve immediately, we must promise that we are going to solve it to him more soon possible, to begin immediately with the managements of the case, to make pursuit, and soon to assure to us that the client has been satisfied.

And in case a bad attention only wants to complain a bad service or, only we it has left to offer our excuses to him, and to promise to him that it will not return to happen.

In this point, it is necessary to stand out that he is recommendable to delegate authority to our workers so that they themselves are able to take care of and to solve to the complaints or reclamations of the client, and do not have, for example, who to go where other workers to ask to them that they solve the problem, or they must go where a superior to consult the decision to take. While more express we take care of and we solve the complaint or reclamation of the client far better will be.

Also we must stand out that all the complaints and reclamations not always will be valid, we must as far as possible try to satisfy the requests with the client, but sometimes we will have to let him know calmly that this time is not right.

5. To offer “something more”

And, finally, the most important point in the handling of complaints and reclamations of the client, consists of, besides to have satisfied its complaint or reclamation, whenever it is possible to us, to offer “something more to him”.

For example, if the client wanted that we replaced a defective product to him, besides replacing it by one new one, we can choose to offer a bond him of discount.

If it wanted that we gave back its money to him to him to have sold a damaged product, besides giving back its money to him, we can choose to grant a new product free to him.

In case ours has complained about some error, once solved the problem, we can choose to offer a product or additional service free to him.

And in case one has complained about a bad service, we can choose not to receive to him by the offered service or offer an additional product to him.

Giving “something more”, allows us to compensate to the client by its lost time and the annoyances that could have had.

In addition, it allows us, once satisfied his complaint or reclamation, to go beyond the awaited thing and to surpass its expectations, which more likely will cause that our behavior remembers much more that the original problem and, in addition, that take a good impression of us more of the one than it could have taken if there had not been complication some.

Labels: Step by step, Service to the client

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