Effective complaints management

Client complaint management can be a difficult process for real estate agents, particularly when they are forced to deal with complaints relating directly to their services. However, through embracing a proactive, strategic and dedicated approach to customer complaints, agents can place themselves in good stead to be able to effectively resolve complaints and, hopefully, retain clients. 

You may find the following steps helpful in structuring your approach to managing client complaints:

1) Listen: while each client complaint is unique, the manner in which you deal with complaints should remain relatively consistent. By developing and following a guideline for complaint management that focuses on listening to the client, you may find that it’s easier to communicate with disgruntled clients. Further to this, it is important to focus on the client’s reason for complaining, and not the fact that the complaint is directed at you. To this end, aim to take notes, listen intently, and use your body language to show the client that you’re focused on their needs; 


2) Repeat: once you have heard and successfully recorded the client’s complaint, it’s often a wise move to repeat the complaint back to the client to illustrate that you have listened. The client, upon realising that you are both on the same page, may become more relaxed, which could ultimately make solving the problem a lot easier;   


3) Agree: a client may have a desired outcome in mind, and so might you. As such, it is important to try to reach a solution that is satisfactory to both of you. Remember, however, that the client has the upper hand as they can take their business elsewhere. In light of this, it is important that you are willing to compromise and accommodate (to a degree) even if you don’t completely agree with the complaint or proposed solution.  


4) Pursue: after reaching a solution with the complainant, you may feel the need to take additional action(s). After an appropriate amount of time has passed, you may want to consider following-up with the client to make sure that your solution was implemented effectively. In taking this extra step, you may find that you actually strengthen your relationship with the client. 


Posted by Reality Bytes - Real Estate Training Blog on 19/04/2013 at 12:00 AM | Categories:


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