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REIQ Journal : October 2008
22 LEGAL ISSUES complainant would like to resolve the situation, then this will prevent the problem from escalating. In some instances, a consumer may only want an apology, which won’t cost you or your agency anything. Keep your client in the loop throughout the problem-solving process – let them know about the conversations you are having and what is being done to investigate the problem and meet their needs. This isn’t just good customer service; it’s common sense. If a customer or client can see that you are doing your best to help them, then they are much more likely to feel satisfied. Be part of the solution Tell your clients what you are prepared to do and when, and seek closure through compromise and resolution. If you immediately identify the specific nature of the complaint and determine how the Take complaints seriously It is absolutely imperative that you take all complaints seriously. Don’t brush them off, and really take time to address the issues. Ensure all complaints are recorded in your complaints register and do your best to resolve the problem, but know when to refer the complaint to a higher level if you can’t see immediate resolution. It only takes very small gestures to develop good working relationships with your clients and to provide them with outstanding customer service. Effective communication – from the ground up – will result in fewer complaints, greater job satisfaction and make your customers feel well taken care of. REIQ Journal October 2008