The 3 R's to Handling Customer Complaints

Every organization receives complaints. The key is turning a complaint into win-win situation.

Too often employees and managers take the client or customer’s complaint personally and get defensive. It would be better if they took the complaint professionally and look at the complaint as an opportunity to fix what went wrong and if possible keep the customer. The second reason is to take an action that would prevent that sort of problem from reoccurring in the future with other customers.

The first R in my formula stands for the word RESPECT.  It is critical that you show respect to the customer.  You can do this by listening and letting the customer vent their feelings and frustration. The longer you are able to listen, the better. Use cushion statements to ease the frustration level of the customer.  A cushion statement is anything you say or do that shows the customer you empathize with their concern. Some examples would be: “You are right to feel concerned” or “That must be frustrating”.

The next R stands for the word RAPPORT. You can develop rapport with the person by sincerely apologizing for any trouble that was caused by the person who experienced the problem. One way you could say this is: “Mr. Jones, I want apologize for any trouble this has caused you”. Then thank them for bringing this concern to their attention.

The third R stands for RESOLVE. Here is where you resolve the situation to the best of your ability. One question you could ask is: “What action would you like us to take?” Many times the complaining person’s idea of a resolution is much less than you would think. The key here is to take action and if possible, resolve the problem.

By following this three step process you will be able to use your customer’s complaints to strengthen and grow your business.

By Tom Borg ©2013

Tom Borg Consulting, LLC., is a consulting group that specializes in outside the box strategic planning, leadership training, team building, and customer culture transformation, for public school systems in Michigan and the United States. For a free 30 minute consulting session or for more information please call 734-404-5909 or visit our website at www.TomBorgConsulting.com

Put Healthy Humor to Work in Your School System

Have you ever noticed how laughter can make for a more productive and healthy business or school system? It seems that when people are able to laugh with each other, they are happier, and more motivated to do the things necessary to make their establishment a better work place. Students and parents are served more completely, and in turn, are more satisfied with the school system. A positive upbeat atmosphere that greets the customers or clients each time they call or visit, positively affects their mood as well. Generally speaking, people like being part of a school system and interact with others who like themselves and like their place of work.

When laughter goes out of an organization, it becomes a place where people abhor coming to work, and the organization starts to die a little bit. If you are a public school administrator, it is up to you to set the pace for your employees and the people you serve.

If you are an employee, it is important to bring a sense of healthy humor and laughter to work. One of the number one reasons people work for a school system is they like the other people with whom they work.

Whether you are a superintendent,  principal, teacher, bus driver, food service employee, maintenance person or some other employee, here are four ways to use laughter to improve the work environment in your organization. First, set the example; look for opportunities where healthy humor can be used. Many times it is poking fun right at yourself, it could be something you said or did. It could pertain to a particular situation you found yourself in, or how you handled it.

Next, don’t inappropriately poke fun at others that put them down, make fun of their religion, or their physical looks. No one likes to be the butt of a joke, because it can cause them to feel embarrassed or self-conscious.

Mike Brown suggests, “Signal a laughing opportunity through your words, actions, and tone. It’s also a good practice to give people “permission” to laugh in the workplace.” Many times you have to give others permission to have a little fun on the job. Some leaders believe you should simply put your head down and work all day long. No casual conversation or laughter is allowed in their organizations. This is a mistake. When people cannot indulge in some light kibitzing and joking, it makes for an environment that can be extremely depressing. Most people will not want to work in this kind of environment for long.

Finally, use humor to diffuse tension. Done appropriately, it can communicate to others that there is life after a work crisis, and that this wasn’t the first problem, and certainly won’t be the last. Life goes and so will your school system.

For more information on how Tom Borg Consulting, LLC can help make your school system more successful please contact our office at 734-404-5909 or visit our website at: www.TomBorgConsulting.com