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handling complaints

Show empathy
Showing empathy means having the capacity to understand and to be aware of and sensitive to the feelings, thoughts and experiences of others specially those who come to you with a complaint. If you can give the complainer that you empathize with him or her saying things like " yes you are right this is frustrating .." , " If I were in your place, I certainly would have felt bad.."
See also Empathy Vs Sympathy

Listen carefully and be courteous at all times
Try to really put yourself in the complainer's shoes  , you will see some real sense of why they are upset and then you can really genuinely help them instead of resisting any complaint immediately.

Ask a lot of questions
To uncover the whole situation and make sure to find out exactly what the complainer wishes to see changed and how is the situation resolved from his/her point of view.

 

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Creative Problem Solving and Decision Making (Click to read more)

This highly interactive workshop introduces a variety of creative problem solving and decision making tools and techniques. Participants will learn to analyze problems, generate creative solutions.

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Promise less and deliver more
Be direct and do not make promises you cannot keep, if there is nothing you can do you better let the person know upfront. It may be disappointing to the complainer now but it is better than just postponing the problem and getting the person more angry next time.

See if you can get the complainer to do something constructive on his/her own towards resolving the problem
Think well before you agree with the complainer, lets face it not all complains you will get are legitimate, people complain for all sorts of different reasons. Sometimes people complain just cause they  feel like it. Those are known as professional complainers who do this for a living and make money out of compensations. so think well and make sure the complaint is legit.

Silence may not be golden while handling a complaint.
Saying nothing may imply agreement, which could compound the problem later. If you disagree, say so tactfully.

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2013-02-10 13:51:55

Proper Business Introductions

Proper Business Introductions It's a fact that the initial introduction phase of any business relationship can make or break it. First impressions are crucial in the business world and can ...

2012-02-18 18:35:40

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Meetings etiquette What do you think about meetings? are you attending too many? are they a total waste of time?, or do you think they are an effective way to communicate to large groups and ...

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Complaint Handling Etiquette

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2012-02-18 20:16:42

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There is no doubt that the people you know can have a great effect on your career and future goals in your professional life. Networking  has never been more important than it is nowadays ...

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First Time: The Victim approach:• As a first step for money collection, use a friendly approach.• The technique relies on two methods:- Closed end questions- The customer service representative plays ...

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Sexual Harassment at work

To have a clear definition of sexual harassment we can say it's simply if someone promises you a job or a promotion in return for sexual favors or if you or if someone else's sexual behavior ...

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Cubicle / Partition Etiquette

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2012-02-18 19:24:19

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