How to tackle complaints?

Question

I´m getting this job as secretary. One of skill I need to get ready is to tackle complains. Ant suggestions, tips?

Answer 1

Always deal with the person complaining with politeness - most people only complain if they feel very strongly about something, so they will want to feel like you are really listening to them.

Never, EVER, apologise and say that you think your company did the wrong thing UNTIL you know the details from both sides of the story.  If your company IS wrong, then tell them that you can understand why they are complaining and go through the options of how it will be dealt with or what further actions they can take.

If your company does not want to do anything about it, don't undermine your management by saying "they're wrong and won't do anything so i can't help"   Say, "according to company policy there is nothing further that I can help you with" BUT provide them with someone else they can direct the complaint to - suggest they write to head office instead of area office for example.

Most of all, keep your cool - they won't be complaining about you personally, but some people are rude and will attack you.  The best thing to do is keep them aware of the fact that you are trying to help them.