Dealing with complaints face to face can either be, the most easiest way to rectify a situation or the most uncomfortable way. It all depends on the type of person you are. Here are a few suggestions we think you should take on board. 1) Listen – Listen to the complaint carefully and properly. Don’t get on the defensive and try to make it seem that you are on the... Read More

Building rapport is an integral part of business communication. A lack of rapport can majorly affect a conversation, so you have to make sure you make your best efforts. With a phone call, your time may be limited so you have to make sure you use the time effectively to gather enough information, which is where rapport comes into play. Always start the call with a smile. You... Read More

Rapport is extremely important in a business to consumer relationship. Showing that you share a common interest and/or mutual feeling of friendliness helps the relationship reach another plateau. Keep to your commitments. For example if you tell a customer you will do something, do it! Trust helps build rapport. If you make promises that you can’t keep, you’re only... Read More

Dealing with complaints over the phone isn’t fun. You have no time to think before responding as you’re stuck in a live conversation! Here’s a few tips to help you the next time you’re stuck in an uncomfortable scenario. Always acknowledge the customers frustration and/or issue by showing appreciation. Thank them for the call or show empathy depending... Read More

Dealing with a complaint over email can be a tricky task. You have to be careful with the wording used and remember you’re representing the principles of your company. Here are three tips which we’ve always found helpful. Read the email properly! Loads of people skim read straight to the complain without reading the entire email properly. Always open your email... Read More