Handling Complaints By Keith Hafner

We bring to you another great student service strategy from the desk of Keith Hafner.

 It’s absolutely essential that you train your entire staff in handling complaints. Not just a few members. Everybody who has any contact with the customers, vendors… or other employees!

Here is a simple process to follow:

1. When a person approaches you with a complaint, stop everything else you might be doing and give them your full attention. Admittedly, sometimes this isn’t possible. If you are driving a city bus through traffic and a passenger wants to complain about something, you’ll have to politely ask them if it can wait until you can give them your full attention. 

2. Listen to everything they have to say, even if they repeat themselves. And, they may very well repeat themselves. Remember, they are upset. They are not just trying to explain the problem, they are also trying to give vent to some intense emotions. Keep listening until they’ve finished talking and venting.

3. While they are talking, use your empathy skills. Say to yourself, “How is this person feeling?” Put yourself in their position. You would probably feel just as they do! Respect the intensity of their feelings!

4. Validate their feelings and repeat back what they’ve said. As in, “Gee, Mrs. Koback… I can understand why you are upset. You got here early, checked in, and waited. Then, nobody came and got you. Now you’ve got to leave for another appointment. I would be upset too, if that happened to me!”

5. Then, and only then, attempt to solve the problem. A good problem solving question is, “Mrs. Koback, we’ve really messed this thing up, haven’t we? What can we do to make it right for you?”

These steps will need to be taught to your employees and rehearsed over and over again.

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