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If a customer complaints about one of your employees, what will you do?

Customers may be not satisfied with your sales person, they may also complaint just get a more special treatment from you. How do you handle that?

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Question ajoutée par Ibrahim Hussein Mayaleh , Sales & Business Consultant and Trainer , Self-employed
Date de publication: 2014/08/11
Mohamed Basem Hemedh
par Mohamed Basem Hemedh , Siren Projects Eastern Region Manager , Nextel Millennium Telecom Manager

In this case I have to be smart to not lose my businss & employee. So it based on situations:

So first of all I have to understand the situation & liesten to my customer & employee. I have tomake sure this complain not related to non moral thing or any abuse from or employee.

 

1- Explain to my customer what is the importance of our employee to his project.

2- Request from the employee to change his mind & adapet him self with the customer.

3- Meet my customer with my employee

4- If my customer keeps complain then I have to think carefully to avoid the next escalation from customer asking to take my customer out of his business.

5- Switch. Replace my employee with new face from my staff & keep my x-employee in the background to make sure business continuity.

 

 

If the customer still complain & to avoide

Wassim Baba
par Wassim Baba , Operations Manager , GMG

erfirst of all apologizing , then the act with the employee cannot be a rule, it depend on the person, if it was first time mistake its enough to talk with the employee, if it was repeted many times he should take a warning letter

sharana kaldine
par sharana kaldine , Claims Customer Service Representative (Claims CSR) , Supabets HEAD OFFICE

i will recommand them but on the other side also listern to both sides of the storie

Emmanuel Wamweta
par Emmanuel Wamweta , production supervisor , Tembo Steel Rolling

Carry out independent investigations to find out who or where the real problem is. Without knowing who or where the exact problem is, you can never develop the right solutions. The employee might be the problem or the customer might be the problem; depending of who or where the problem is, you can be able to tailor up effective solutions to eliminate the problem. Ultimately the most important decision is to create a pleasant dialogue intended to reconcile the parties involved as soon as possible so that this problem doesn't become permanent

Mansoor Fareed Fareed
par Mansoor Fareed Fareed , Province Admin ERP MAB software , Dawateislami Pakistan

First serve something like water or else then Apologize in good manners..  and then ask him inshahAllah it will never happens again. be careful dnt say anything about  employee in front of customer

Nneka Chukwu
par Nneka Chukwu , Receptionist , Bleu Ivy Hotels

First of all , you sincerely apologize to the customer without saying disparaging words about your colleague,remember you guys work like a team and you have your company's brand to maintain.Afterwards,you take appropriate measures.

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