Testing
E N D
Presentation Transcript
In handling customer complains, take the HEAT! Hear them out Empathize Apologize Take action and responsibility
Hear them out • Listen to what the client has to say to be able to understand the complain. • Let the angry client talk through their problems and get it all out of their system. • Never interrupt the client’s comments.
Empathize Put your feet into the client’s shoes and consider how it must have felt to be the customer in this situation. Let the client know that you understand their frustration.
Apologize Offer an apology in behalf of the team or the company. Apologies can often be interpreted as an admittance of guilt but it will greatly calm down the client.
Take action and responsibility Even if its not your fault, never sound as if you are blaming others for the problem. Talk rationally to the client and offer the best means to solve the problem. Tell your client exactly what you will do to correct the problem. Do not lose your temper and do not make promises you cannot keep, as well.
Remember, in any customer complain, don’t forget to: • Take note of the client name and contact, and the person who attended to them. • Record the incident for future reference. • Touch base with the client a week after the solution has been made.
