Handling Complaints With Grace and Compassion

Written by LiveLink
May 5th 2023

Handling Complaints With Grace and Compassion

Whatever size of a business, handling customer complaints is going to be an inevitable part of running a business.

There’s no need to be frightened of complaints but to embrace them as a learning tool.  Without making mistakes, you cannot improve your business.

And no one is perfect.  Not anyone.

There are some basic ‘rules’ of handling complaints which are:

1. Listen actively
2. Apologise sincerely
3. Investigate the issue
4. Offer a solution

And by far the most important thing that you can do for your patient or client is this next ‘rule’.

5. Follow up

Following-up shows that you are sincere.  You were not just going ‘through the motions’ and following some vanilla script.  It shows that you really care and are completely committed to resolving the issue.

And yes, it’s a good thing if you do take it personally as that shows that you’re a real person that has empathy and want to do the right thing.

When you do the right thing, you cannot be wrong.  Turning that negative experience into a positive experience will retain the loyalty of your patient or client.

People always remember how you made them feel.