What We Cover In This Episode:
How to separate your personal feelings from client feedback to maintain a clear perspective and prevent burnout [6:20]
The reasons why you should take a moment to compose yourself before addressing a complaint, whether in person or via message [9:10]
Tips for using a consistent framework to acknowledge, clarify, restate policies, and politely close interactions [10:25]
Why it’s important to understand that many complaints stem from external factors affecting the client, not necessarily your business [11:59]
How to log and track complaints with by establishing a reliable system for ongoing use [12:48]
The main things to consider in terms of auditing your systems after receiving big complaints [13:36]
Key benefits you’ll unlock when you empower your team to handle complaints [15:12]
Quotes:
“It is your job to pinpoint the actual issues, so you want to acknowledge the emotion and meet them where they are at. Be understanding, be sympathetic, be empathetic..and then you want to identify the actual issue.” [5:43]
“You want to empower your team to escalate and redirect the problem without needing to run every issue by you. You want them to be able to handle these issues on their own.” [15:42]
“Here is the truth. Client complaints are part of the game, but they don't have to wreck your mood, your day, or your leadership energy.” [17:54]
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