What are the guidelines for effective problem resolution?

What are the guidelines for effective problem resolution?

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How to Handle Complaints?

1. Admit mistakes, but don’t be defensive: Acting defensively may suggest that the organisation has something to hide or is reluctant to fully explore the situation.
2. Act fast-, If the complaint is made during the service delivery, then Time is of the essence to achieve a full recovery. When complaints are made after the fact, many companies have established policies of responding within 24 hours or sooner. Even when full resolution is likely to be longer, fast acknowledgement remains very important.
3. Don’t argue with customers: The goal should be to gather fact, to reach a mutually acceptable solution, not to win a debate or prove that the customer is an idiot. Arguing gets in the way of listening and seldom diffuses anger.
4. Show that you understand the problem from each customer’s point of view: Seeing situations through the customer eyes is the only way to understand what they think has gone wrong and why they are upset. Service personnel should avoid jumping to conclusions with their own interpretation.
5. Give customers the benefit of the doubt: All the customers may not be truthful, and also not all complaints are justified. But customers should be treated as though they have a valid complaint until clear evidence to the contrary emerges. If a lot of money is at stake, like insurance claims or lawsuits, a full investigation is warranted. If the amount involved is small, it may not be worth to refund or compensate. But it’s a good idea to check records to see if there is a past history of dubious complaints by the same customer.
6. Acknowledge the customer’s feelings: Acknowledge the feelings of the customers tactfully for example,” I can understand why you are upset. This action helps to build rapport, which is the first step in building a bruised relationship.
7. Clarify the steps needed to solve the problems: When instant solutions are not possible, telling customers how the organisation plans to proceed, shows that corrective action is being taken. It also sets expectations about the time involved.
8. Keep customers informed of the progress: Nobody likes being left in the dark. Uncertainty breeds, anxiety and stress. People tend to be more accepting of disruptions, if they know what is going on, and receive progress reports.
9. Consider compensation: When customers do not receive the service outcomes that debate for or have suffered serious inconveniences or loss of time and money, because the service, failed, either a monetary payment or an offer of equivalent service in kind, is appropriate. This type of recovery strategy may also reduce the risk of legal action by an angry customer. Service guarantees often lax out in advance, what such compensation will be and the firm should ensure that all guarantees are met.
10. Preserving to regain customers goodwill When customers have been disappointed, one of the biggest challenges is to restore their confidence and preserve the relationship for the future. Perseverance may be required to defuse customers’ anger and to convince them that actions are being taken to avoid a recurrence of the problem. Truly exceptional recovery efforts can be extremely effective in building loyalty and referrals.

Taking care of customers require that the firm also take care of its own employees. Managers need to recognise that handling complaints about service failures and attempting service recovery can be stressful for the employees, especially when they get treated abusively for problems over which they have no control. Compounding the stress are policies that implies in flexible, bureaucratic procedures, rather than empowered customer –contact personnel to handle recovery situations as they see fit. Service firm needs to develop internal service recovery strategies, designed to help employees recover from negative feelings that they may become the target of employee anger and dissatisfaction.

Similarly, management must ensure that the firm employs a sufficient number of well-trained and motivated employees. so that good service is provided in the first place, plus prompt and effective recovery is done when things go wrong. Companies with a good reputation for customer care cannot afford to become complacent.