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CLIENT COMPLAINT PROTOCOL - REVIEW THIS BEFORE MAKING A CALL
In the rare case you deal with an unsatisfied customer, even if it is not our fault and was someone else’s mistake, the ability to properly handle a customer complaint is a must for every member of the team.
The place to start is to remember that a customer who complains is giving us the opportunity to turn a negative experience into a positive one.
When talking to clients who are complaining:
1. We want to get on the phone with them as soon as possible.
2. They want to be heard and understood. Ask “What seems to be the problem?"
3. Listen until they stop talking (Don’t get defensive!) Listen very carefully to what the customer has to say. Do not interrupt. Let them get it out, even if it means listening for an extended period of time. Don’t take their comments personally and get defensive.
4. Affirm what they are saying and show compassion.
5. Apologize for our part of the mistake or misunderstanding. (You can never say “I’m sorry” too many times. Be sincere. If you are not, the customer will know. Even if it is not your mistake, be sincere when you say “I’m sorry that you feel this way. It was never our intention. Let me make it right.”)
6. Ask “What could we do to make this better?” (Most importantly FIX THE PROBLEM! Do not waste a lot of time explaining why it happened or blaming other members of the team. We never blame others.)
8. Come to an agreement.
9. Make an offer. (Concentrate on what you can do right now to correct the problem. If you cannot fix the problem immediately, tell the customer when it will be fixed. If fixing the problem involves other members of the team, make sure that you follow up to make sure the problem has been fixed.)
10. Ask if that would make them happy.
11. Review and confirm.
Hi, XXX. What seems to be the problem?
(ALLOW FOR RESPONSE - LISTEN UNTIL THEY STOP TALKING! Don’t get defensive!. Listen very carefully to what the customer has to say. Do not interrupt. Let them get it out, even if it means listening for an extended period of time. Don’t take their comments personally and get defensive.)
XXX, I’m really sorry that you weren’t completely happy and that you feel this way! I completely understand your frustration, and that was never our intention! We have a happiness guarantee so I want you to be happy.
Let me make sure I understand. Your concern is that:
(REPEAT THEIR CONCERN BACK TO THEM)
Is that right??
(ALLOW FOR RESPONSE. LISTEN!!)
Let’s see what we can do to set things right.
(ASK THEM WHAT WILL FIX IT!)
XXXX, what do you feel would resolve this issue from your perspective??
What could we do to make this better?
(ALLOW FOR RESPONSE. LISTEN!!)
(Concentrate on what you can do right now to correct the problem. If you cannot fix the problem immediately, tell the customer when it will be fixed. If fixing the problem involves other members of the team, make sure that you follow up to make sure the problem has been fixed.)
IF THEIR SUGGESTION IS REASONABLE, THEN AGREE TO IT.
That sounds like the best thing to do, and we are happy to do it!
Again, I am so sorry that this happened. We want you to be happy.
IF THEIR SUGGESTION IS IMPOSSIBLE (SUCH AS REFUNDING THEIR ENTIRE ORDER), MAKE ANOTHER OFFER, SOMETHING THAT WE CAN DO TO FIX THEIR COMPLAINT.
(MAKE ANOTHER OFFER)
How do you feel about that? Would that resolve this and make it better?
(ALLOW FOR RESPONSE. LISTEN!)
IF THEY ARE HAPPY WITH THIS OFFER, THEN SAY:
Then that is what we will do! Again, I am so sorry that this happened. We want you to be happy.
IF THEY ARE NOT HAPPY WITH THIS OFFER, THEN SAY:
I'm so sorry that I wasn't able to help you today. I'm going to have MINDY give you a call to discuss this further because we do want to make sure you're happy!
When would be a good time for her to call you? Let's set that up now, so we can get this taken care of right away.
(REFER TO "MINDY CALL SCHEDULE" GOOGLE CALENDAR, AND SCHEDULE A DATE/TIME FOR CALL.)
IN WHAT CATEGORY DOES THIS COMPLAINT FIT?
(If you have to choose "Other," inform Mindy/Jeannie that a NEW category needs to be added to the Client Complaint Protocol Gravity form and the After Delivery Call Gravity form and to Airtable, and tell them what the category should be.)
WHAT WERE THE CLIENT'S CONCERNS?
Provide the details of the complaint.
WHAT ARE WE GOING TO DO TO MAKE THIS RIGHT FOR THE CLIENT?
Thanks so much for taking time for this today, and I will get everything rolling on our end.