Taking Client Complaints Personally
Suggested Strategy: Every person that has worked in sales or customer service has heard a complaint by a client regarding something about 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:
Î 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? Î 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?
Suggested Activities:
Î Role Play: Have a few practice conversations with the employee where a complaint is brought into the picture. After each practice conversation, provide feedback to the employee — what are two things that they did well in the conversation? What are some things that they could maybe improve on in the next conversation?
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