Cheryl Stephens, Mentor/Muse

Practice Development

Handling client complaints

When a client has a complaint, do what you can to resolve it. If a client phones and indicates dissatisfaction, train your staff not to ignore it. They can ask questions to draw out the facts:

• Can I be of assistance?
• I'd like to help, can I?
• Would it help to explain it to me?

There are three-steps staff can take immediately, set out here in a handy telephone script:

1. Acknowledge the complaint
   Acknowledging the complaint means receiving the complaint -- not validating it. Acknowledgment moves the complaint process forward. Initiate the internal complaint resolution process.
2. Show respect for the individual
   Respecting the individual, if not the substance of the complaint, is crucial to resolving the dispute. Show restraint toward the client's emotional involvement in the dispute. Don't say anything to malign or denigrate individuals just because they have complained.
3. Offer a preliminary response
   • Empathize with the problem or consequences, or
   • Sympathize with the person, or
   • Apologize for the mistake or oversight.

   Empathize with how the person feels. If the person has become frustrated and annoyed by unreturned calls, you can easily say that you would feel the same.

   Sympathize with the person's plight. Even if you cannot identify with the other person's feelings (to empathize), you can find the internal resources to sympathize (to support the person and share their discomfort). "I sympathize with your plight... unfortunately, it is unavoidable.

   Apologize when that course of action is available. Know the difference between a mistake that incurs legal liability, and a mere client relations snafu.

Remember these important points:

• Get as much information as you can at the outset.
• Don't accept or place blame.
• Don't lose your temper.
• Do not take the complaint personally.
• Don't interrupt a client's comments.
• Give your full name and the name of your supervisor if requested.
• Don't make promises you cannot keep.