Top Tips for Handling Client Inquiries and Complaints
And avoid the common communication mistakes that even major companies make
Have you ever felt the frustration from unhelpful client support when you need to report an urgent issue or lodge a complaint? You might find yourself spending lots of time clarifying and explaining your problem to the staff, but still feel as if you were talking to a brick wall, and you are nowhere near a solution.
The root of the problem often lies in the communication ability of the customer support staff—the ability to give your clients the impression that you understand their problems and are able to solve their problems efficiently.
Poor communication skills in responding to client inquiries and complaints can harm the image of the organisation and drive away potential or existing clients.
Even experienced professionals may sometimes make communication mistakes while handling clients’ inquiries, especially while working under pressure.
Whether you are a front-line customer support employee, or a professional or manager supervising customer support staff, you may find the following tips useful for giving your clients confidence in your or your subordinates’ ability to resolve their problems.
