11 steps to take.
by jassen bowman
tax resolution systems
unhappy clients are a part of doing business. while we strive to deliver the absolute best customer service, provide excellent value in our services and run a first-class operation, it’s simply impossible to please everybody.
more on tax resolution: the importance of goals and affirmations | use checklists to manage your tax firm | tax resolution staff roles and responsibilities | follow up with leads longer | 5 daily tasks for maximum tax resolution profitability | 4 problems with the tax resolution industry
exclusively for pro members. log in here or 2022世界杯足球排名 today.
the key to properly and professionally addressing client complaints is to not be overtly defensive. adopting a defensive attitude usually just inflames the situation.
complaints should always be acknowledged and handled with care. treat customer complaints as an opportunity to improve your practice. strive to ensure that clients know they are being heard. always remain neutral in stance and tone when addressing customer complaints.
bear in mind that some circumstances may be frequent. for example, a repeat client may ask why their fee is higher this year than last year. a new client may state that your fees are higher than their previous tax preparer. it is best that you and your staff have canned answers prepared to this question, rather than just shrugging it off. fee questions of this nature should not be treated as complaints, but rather be an expected part of almost every tax prep appointment.
- listen clearly to the client’s complaint. ask clarifying questions to communicate that you’re listening and to ensure that you truly understand their issue.
- take written notes.
- don’t rush the client. make sure that your tone, timing and body language clearly indicate that you are taking the time to understand their concern.
- if the client goes off on a rant, let them do so. don’t interrupt. always acknowledge their concerns.
- to ensure you understand the issue, summarize and repeat back to the client your understanding of the issue. be sure to ask the client whether or not you have restated the matter properly.
- once you understand the situation and the client knows this, develop options to address the situation.
- every staff member should have a clearly defined dollar threshold that they are authorized to invest on the firm’s behalf in order to address customer issues. this accelerates the dispute resolution process, ensures happier clients and increases operational efficiency.
- suggest the best resolution option to the client as a zero-pressure, open-ended option.
- “what if we…”
- “how would you feel about…”
- “would it be reasonable if we both…”
- always be acknowledging the client’s right to be upset, and let them provide alternative options to resolve the matter.
- if necessary, bring the matter to a higher level staff person to address.
- be sure that the details of any agreement are clearly understood. clearly and plainly communicate what will be done, and place it in writing.
- always thank the client for bringing up the issue, and let them know that the matter will be reviewed by management.
- “i will make sure to bring this up at our next staff meeting so that we can review our procedures for handling ______.”