8 Steps To Handle Consumer Complaints Effectively
It is very important to manage consumer complaints effectively for better customer relationship. You can choose 8 steps to handle consumer complaints effectively which are given below:
- Listen respectfully, attentively and with humility to the complainant.
- Do not interrupt the complainant, allow them the opportunity to tell you -"their story".
- Keep any negative emotions at bay during these discussions.
- Reframe what you have heard, for example, "Let me see if I've heard you correctly"
- Ensure that you identify and address the complainants expectations.
- Assess and be honest whether you can achieve the complainant's expectations.
- Discuss and work with the complainant to reach an agreeable and achievable resolution.
- Review outcomes within an agreeable time frame to determine whether your agreement is working for both the complainant and your organization.
You can also visit Voxya an online complaint forum to resolve consumer complaints against the company and help them to get a smile on the customer's face.
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