Handling Complaints

I realized when I was in Indonesia, I didn't bother to waste our time to complaint because no body will respond. It became a culture. We just need to learn our lesson and keep in mind not to go back to the place that have bad service or product.

It's a totally different story when I live in Singapore. Every time you are not satisfied with a thing or a product, you can make a complaint. Most of them will respond positively by giving discount, free give, or apologize to you.

The real test of client relations skill is the way we handle difficult situations. A Complaint is a warning sign that our product or service has a problem. Treat a complain is an opportunity to put things right.

For service company, good word of mouth is the best and most reliable source of marketing.

These steps may be a better procedure to respond a complaints :
- Keep calm and listen
- Thank the client for bringing the matter to your attention
- Apologise
- Never argue or disagree, even the client is wrong
- Ask question and note the facts
- Consider the some alternative of solutions, decide the best to do and take action
- Explain what you are doing and why
- Make a record of the complain and pass it to those responsible
- Follow up to ensure the matter was rectified

I will put "handling problems and difficult clients" on the same category.

These are the steps :
- Ask questions to clarify the problem.
- Solve it your self if possible or find some one who can
- Do not ignore or dismiss the problem
- Do not blame the client
- Do not laugh, even it's funny
- Do not avoid by saying "it's not my job" or "we can't help you"
- Try to understand the client
- Respond as quickly as possible

Beside those steps, I think our expression when we are talking to client has to be neutral or welcoming rather than black face :)