How to Manage Complaints Without Tears!

Complaints are part of normal business life, so and if you stop being afraid of them, you can use them to grow your business.

Handling complaints well is not difficult, and will help your business, keep your staff happier and reduce your blood pressure.

1. Complaints are not an attack on you or your business (although they may be expressed that way). Complaints are a simple mismatch between a customer’s expectations and the goods or services you provided. Complaints are where a client gives you the opportunity to keep them as a client, instead of “just disappearing”.
2. Complaints are expressed differently by different people. The SAME complaint about the SAME product or service may be expressed as a screaming phone call, a reasoned discussion at the counter, the silent loss of a client, a quiet request for help, or a written complaint directly to a Minister/Council/RSPCA.
3. For each complaint the management is the same, but the speed of the resolution may differ. Use the checklist below to assess and manage complaints.

Members of Pets Australia can LOGIN now to see the three key questions and 10 quick steps to successfully resolving complaints.

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