Guidelines for Effective Problem Resolution
1. Admit mistakes and do not be defensive: Acting defensively may suggest that the organization has something to hide or is unwilling to act to the situation completely. An organization should be neutral and heed to customers complaints / feedback in order to resolve a problem effectively.
2. Act fast: It is better if the organizations respond to the complaint within 24 hours of the complaint. Even if the resolution of complaint takes longer, the first response should be fast. Acting fast to complaints boosts goodwill of consumers.
3. Show that you understand the problem from the customer’s point of view. Arriving at a conclusion without even listening to the complaints fully or concluding simply with your own interpretation should be avoided.
4. Do not argue with the customer. Often argument escalates anger and seldom defuses the situation. Argument wins nothing but loses a customer.
5. Acknowledge the customer s feeling either tactically or explicitly. This helps to build rapport, the first step in rebuilding a bruised relationship.
6. Clarify the steps needed to solve the problem. When immediate solutions are not possible, tell the customers about the procedure to solve the problem and seek the time required.
7. Keep customers informed of the progress made on the complaint.
8. Consider compensation for the inconvenience caused because of the problem.
9. Give customers the benefit of the doubt. Sometimes, not all complaints are genuine. But all customers need to be treated equally.
10. Persevere to regain customer goodwill.