How would you handle negative feedback from a customer/client?

feedbacks are meant for you or your organisation to tap from in other to improve on what they do, understanding this will help you know what to do with this feedback information if it comes back to you or your organisation, it could be the result of an oversight on the part of the organisation set up, that the negative feedback came from the client to inform you of a bad experience from your organisations service to them or from what you offered them as they had got less and paid more, then you pass this information to the top management and expect changes to the effect to be made, meanwhile you keep the client insight for information on the progress of the effort being made to fix the earlier damage or problem 

1. Thank the customer for the feedback " either it is positive or negative feedback" 

2. Listen carefully and make clear note about the nature of the complaints "negative feedback"

3. keep your emotions apart ; be patience 

4. Promise that you will come back with solution / service 

5. Take action towards it 

6. Get feedback to confirm the service 

Having a negative feedback on your customer or client is a normal situation you can encounter on how they express the service done. The important thing is you know how to handle it and resolve the problem so it wont happen again. For you to manage it you have t listen carefully and think what is the problem all about. Act professionally and lessen you emotional capacity. Be patience enough in dealing with it and be a decision maker. Make an action plan on how your going to fix and resolve it in a spontaneous action. Ask for apology as a sign of sincerity toward the customer or client for the messed happened and promise them that you will do the action right away so it will not happe again. Lastly, Thank them no matter what happen still be humble and good.

Thank the customer for his feedback either negative or positive. Try to find out what's the matter. Making a clear note about the complaint. Take an action about it, and promise the client to get back to him as soon as possible with a solution Close the service and confirm it by getting feedback

1.      Appreciate customer feedback, either positive and negative feedback specially negative and inform the customer that you are thankful for his negative feedback as it is a positive action towards other customers. Mostly, modifying process based on customers feedback prevent other customers complains.

2.      Take notes sorted by importance.

3.      Repeat his notes as I need to make sure that I understand your point of view correctly, this shows attention and ability to solve his complaint.

4.      Inform him with expected duration to solve his complaint.

 

5.      Call back with results whatever its accepted or rejected.

feedback is a way where customer express their feelings towards a product or a service the company offers. if the customer has given a negative feedback i would personally check if the feedback is valid confirming the same internally. if yes i will follow the company protocol to highlight the feedback to the necessary department so that it can be resolved. I will confirm the time which it would take for us to work on the feedback given and how are we going to resolve it. with that il upfrontly update the customer about it so that he feels that his voice is heard and we are taking his feed back into consideration which in retrun will build a good relation with the customer.

 

Some customers are complaining because they didn't get what they want. That we didn't reached his or her satisfaction. You have to understand the customer's problem first, and then listen on what he will say. Give him a sympathy and apologize. Do not question him or say things that might let him feel that he is wrong. Make a wise decision on how you could make it up to the guest. Give something that will make him feel that he is important and promise that it will never happen again. Thank him still.

I will try and convince him with positive feedback and satisfy his needs to prove them that they have gathered wrong information.

1. Listen carefully. First, there’s no question that not interrupting and listening carefully is the right thing to do when you’re getting negative feedback. 

2. Don’t get defensive. When the other person’s criticisms seem inaccurate, ill informed, petty, irrational, or just plain weird, it’s easy to become defensive. Even when your criticizer is factually wrong, the response “You’re wrong!” won’t ever be helpful. Not even if you can prove it.

3. Ask for time. Unless the negative feedback concerns something that is right-on-the-spot fixable, it’s good to ask for time to consider what your informant has told you. This provides several benefits. It defuses the immediate situation. It tells the other person that you consider their feedback important enough that you want to consider it carefully and calmly. And it allows you to think through the accuracy of what you’ve been told, perhaps testing its validity with others.

 

 

Suppose the complaint is for the delivered product ,follow these steps:

• Take defined time to acknowledge to the negative feedback as per your complaint handling mechanism or procedure.
• Ask for appropriate inputs from the customer to judge the gravity of the problem
• Go in for the route cause  of the problem alongwith impact review on the customer
• Resolve the potential of the problem by involving the relevant expertise of the organisation & inform the customer
• If negative feedback requires some retrofit of item or it is under the warranty , follow the terms as agreed.

 

 

Speak politely and defuse the situation by offering a win win solution for both sides...