Handling Complaints (The Gift Formula)

Hello,

I was looking through some old files and came across this method for handling complaints.   

Try it out and see if it helps with unhappy customers.

The Gift Formula is a step-by-step process that, in its optimal form, is delivered in a set order. Having said this, the reader may find occasions when it will be more appropriate to vary the sequence. The steps are as follows:

1.      Say “Thank you.”

2.      Explain why you appreciate the complaint.

3.      Apologize for the mistake.

4.      Promise to do something about the problem immediately.

5.      Ask for necessary information.

6.      Correct the mistake promptly.

7.      Check customer satisfaction.

8.      Prevent future mistakes.

Thanks,

Laurie