Hi guys.. this is just a policy I need to formulate...

Its just basic client service... and as the Average Joe, it could be good to get some of your input if you have any...

BAM!!!


Issue Resolution

Working in the service industry, we are often challenged with clients who may be unhappy or dissatisfied with our service or product. This can be a result of human error, miscommunication, or specific clients having certain needs which may have been overlooked. We need to have policies and procedures in place to handle these issues, and make sure both parties emerge happy at resolution.

There are a number of simple steps that need to be followed in these situations. They are as follows –

Listen and Empathise

– It is important to offer your ear to the client. You need to listen to the complaint, and ask open ended questions, these are questions that Yes or No would not be a sufficient response to. The client needs to know that we are on their side, and we need to present an indifferent yet empathetic attitude towards them.

Reiterate the Conversation

– Once the client has relayed their concerns toward you, it is most important that you repeat the concerns back to the client. Use words that the client used to re-iterate the fact you were listening intently. It is very important that no aspects are missed.

Confirm the Facts with Client

- After your repeated understanding of the issue, the most important part of the whole process is confirming that both you and the client share the same understanding of what has happened. You should not end the conversation until you have confirmed all the details with the client. After the confirmation, you can let the client know you need to investigate the issue, and you will be returning their call with a resolution.

Confirm the facts with Staff involved

– The next process is where you find out the particulars of the issue. Speak with the appropriate people concerning the issue. If it is a technical issue, consult the particular engineer’s team leader first, then consult the actual engineer. If it is accounts query, consult with the accounts department, or if it is a client services issue consult the client services team leader. It is most important that you pay your staff member the same attention you granted the client, repeat steps 1 through to 3 with all concerned.

A Win/Win Outcome

– Once the facts have been derived, an adequate solution that is acceptable to both parties needs to be obtained. According to the issue, the end result needs to be firmly and clearly explained to the customer. If it is fault of our own, a sweetener may be provided – this can range from a hand written card with some chocolate, or a dinner for two at a restaurant etc... If the complaint is a result of a client misunderstanding, the client needs to have our policies and procedures concisely explained, and the particular reasoning behind the outcome.