Recently, there was a minor issue with a product that I had purchased. When I called to get it resolved, I was told by the Customer Service Rep “I cannot resolve this without getting my Supervisor to help me.”
Has that happened to you? Very often, organizations do not empower its Staff to resolve those minor issues that occur and the cost that is required to resolve the issue is far greater than it needs to be.
Establishing some parameters for when and how Staff can address pre-defined problems not only is more efficient, but it also increases customer satisfaction. And, when customers are satisfied, they come back.
If your organization has not defined what issues can be addressed by Staff without escalating them to management, it is time to do so. Need help? Contact Charlene Aldridge at 972.447.9787 or CharleneAldridge@aldridgekerr.com to discuss how we can assist you in improving your problem resolution process.
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At the onset, it is important to remember that it is almost impossible to completely avoid Client complaints. However, establishing clearly defined expectations for meeting and exceeding Client expectations will position any organization to mitigate the number of complaints received.
Consider these questions when defining how to meet and exceed Client expectations so complaints can be mitigated:
- Is there consensus between you and your Clients on what product or service your Company will deliver, including when and how? If not, what does it take to obtain consensus on this?
- Does the Staff supporting the Client understand what is being delivered including when and how? Without this, there is an increased probability that the Client will be unhappy with the product/service being delivered?
- Is there a formal process to obtain feedback from the Client to ensure that you are meeting and/or exceeding the Client’s needs?
Establishing a methodology to effectively manage the needs of the Client is an intricate factor in mitigating problems. Unsure where to get started? Contact Charlene Aldridge at 972.447.9787 or CharleneAldridge@aldridgekerr.com so Aldridge Kerr can assist you with defining how to meet and exceed your Clients’ expectations.
Check out our other next blog on empowering your Staff to address problems. And, be sure to sign up for our newsletter
In our most recent newsletter, we discussed the need for ensuring your organization has a process in place to manage problem resolution as well as a process to determine when problems should be escalated.
So, let’s discuss some questions to consider when creating a step-by-step process for when a Client complains.
- Has your Staff been trained on effective listening skills for when a Client has a complaint?
- Has your Staff been trained on how to calmly and constructively address a Client’s complaint?
- Is there a formal method for a Client to submit a complaint? If so, what methods are in place to maintain and evaluate the types of complaints received?
- Are there parameters in place for what action(s) your Staff can take when there is a complaint?
- Is it clearly defined and understood when a Client complaint should be escalated to Management?
Answering the above is a good starting point in defining the process to manage Client complains? Need help with this? Contact Charlene Aldridge at 972.447.9787 or CharleneAldridge@aldridgekerr.com so Aldridge Kerr can assist you with defining how Client complaints are addressed.
Check out our other next blog on how to mitigate Client complaints. And, be sure to sign up for our newsletter