Net66 Complaints and How to Handle Them

What do you do when you receive a complaint? Net66 have put together some tips to help you through this based on Net66 Complaints procedure.

First of all, whenever you get a complaint, deal with it immediately. People really dislike not being listened to and this could antagonise the person making the complaint, which instantly makes things worse. Even if it's just a quick call or an email to let them know you've received their complaint and will be getting back to them. That contact could alleviate some of the aggravation your client has.

Secondly, investigate. If the person is complaining about a particular issue then what you first need to do is find out how this issue first arose, figure out what caused this issue and you can apply a long term fix to prevent it happening again. Much in the same way Doctors treat illnesses and not symptoms fix the cause and there'll be no issue.

Finally, consult with the client. You can't just contact a client with a generic "All fixed" message, you need to give them the full picture. So talk them through what led up to the incident being caused, how you've fixed it and how you've fixed it so the client will never have to complain again.

Then you'll have happy clients for life.

Blog post by: Greg McVey on behalf of Net66