Taking Client Complaints Personally
Suggested Strategy: Every person that has ever
worked in sales or customer service has heard a
complaint by a client regarding somethingabout the
company that you have zero control over as a
salesperson or customer service employee. Many
times, it is regarding policy or something well beyond
your reach. Rather than reacting defensively or
shutting down in the conversation, help the person
you are coaching create mechanisms that they can
use in their conversations with clients when a
complaint comes into play.
Suggested Questions:
→ Rating Question: On a scale of one to six, with six representing 100%
confidence, and one representing being absolutely terrified, where would
you rate yourself in your ability to handle client complaints objectively
and help them to find a solution? (If the response is below a six) What
actions can we take together to help you reach a six?
→ Third-Party Question: What intention do you think a client has when
they express a complaint to you about something that they likely know is
beyond your control? What do you think they are experiencing on their
end that would cause them to bring their complaint to your attention?
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