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Judge Gigi-Honorary Geek
Many of us today are on the defensive most of the time.
Not afraid to stand up for our rights.
Not afraid to complain.
More than willing to stand our own corner in an argument.
We are also quick to take offence to remarks or complaints against us or our professionalism and tend to want to argue in our own defence as well. this is a natural reaction to being attacked.
The question is, If a client gets really stroppy about something and threatens to 'take it further' should you do what you normally might do and get stuck in to an argument or start to defend yourself???
The answer is .. absolutely not.
What if a client sends you a written complaint?
Do not enter into a written correspondence with your complainer unless it is to ask her/him if they would like to re-send their letter on to your insurance company to deal with?
Not afraid to stand up for our rights.
Not afraid to complain.
More than willing to stand our own corner in an argument.
We are also quick to take offence to remarks or complaints against us or our professionalism and tend to want to argue in our own defence as well. this is a natural reaction to being attacked.
The question is, If a client gets really stroppy about something and threatens to 'take it further' should you do what you normally might do and get stuck in to an argument or start to defend yourself???
The answer is .. absolutely not.
- Do not let an argument ensue if a person gets abusive about you or your business or a problem that has occurred.
- Keep very calm and LISTEN ONLY.
- Then suggest politely that the client make all her remarks in writing to your insurance provider if she is dissatisfied with your service.
- Do not discuss anything any further once a client threatens you.
- Keep good client records so you can offer them, if the need arises, to the Ins. Company in your defence.
- Keep as good a relationship as you can with the client who is complaining.
What if a client sends you a written complaint?
Do not enter into a written correspondence with your complainer unless it is to ask her/him if they would like to re-send their letter on to your insurance company to deal with?