I hope your company does not receive a lot of complaints from customers, but that we are preparing for the way of human resources.
I treated my first business complaint a few days ago, all alone (yes!). My boss was on the phone, the store supervisor was missing and it was a major claim. The first rule regarding business complaints is similar to the rules for dealing with harassment complaints. Never sit on the information; you want to get as much detail as possible, as quickly as possible. If this can be managed quickly, do not dwell, do it. The client was not screaming or screaming, but they were very confident in their statement of what happened. You never know how a customer will react when he complains to the company, but remember, he will not always be given screaming, cursing and antics.
Here are some tips to calm the customer and get all the information you need for this claim.
Giving to obtain
Some customers will skate around the situation, and some customers will come out very simply. The complaint I was talking about was coming from the phone, when I took this line, I had to make sure that I stayed calm throughout the conversation and that I was getting as much information as I could. Starting with my name and title, I tell them who I am and for which department I work – you can not be afraid to provide your customers with your information. Just like you, the customer might want to take notes. Ask the customer for their information, including a phone number in case the line falls. Once you have this information, let the customer get out of his complaint, more than anything else, he wants to know that you listen to him.
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It is your responsibility to listen to the client, take detailed notes and write any questions you may have in the end. I do my best not to interrupt what they say – it helps me understand their story and decipher it. Being in human resources, even just being human, it can be hard to believe everything the client says, but it's not your job to argue with anyone, ever. Get all the facts from their point of view, inform the client that you apologize for any wrongdoing on the part of the company, that you have taken all the information for you to continue to investigate. If you can do things right, go ahead and do it, and if you do not give them a specific day, you will follow them.
The most important step is to take action once the complaint is received. Contact the relevant employees and find out their version of the story. Find out if this is a time when training needs to happen or if someone needs to be let go of his position altogether. Even if we do not want to terminate the employment of someone, the way they treat our clients is very important to the type of culture that your company accepts in the workplace. I was able to quickly process the customer complaint that I received and I made sure that the involved team member received training on what to do. he must do in the future, in a similar situation. Do not be quick to give up this employee unless it is a repeat offense where they have been given several chances to improve.
Dealing with your first customer complaint can be very scary, especially when you're new to HR. It is important to understand that you are the voice not only for yourself but also for the company right now. It is not necessary to always take the blame, especially if you do not know what happened is true. However, you want to assure the customer that you will do everything possible to solve the problem. In this era of social media, a customer who files a complaint directly instead of posting it on his Facebook or Twitter page may be rare, but if you manage it properly, you can put the company to work. a little bit. Doing the right thing will not always be easy, especially if your employee was wrong, but again, HR is not easy either.