Even when making an effort to deliver quality customer service, there will always be difficult clients that add “color” to an otherwise normal day at the front desk office. Dealing with customers that are angry or upset is never easy, more so, if the staff does not have a standard protocol for handling this type of situations. Thus, it is very important for receptionists to be trained on how to respond appropriately to complaints and giving them the lead to offer resolutions that are acceptable to the company which can help retain clients and improve their satisfaction of the company’s services and/or products. The protocol should address some common complaints made by customers and outline steps to resolve complaints in a manner that’s healthy for both the company and its clients. Each member of the front team must have a copy of the protocol.
0 Comments
Leave a Reply. |