{"id":52945,"date":"2017-10-28t23:23:29","date_gmt":"2017-10-29t03:23:29","guid":{"rendered":"https:\/\/48e130086c.nxcli.net\/?p=52945"},"modified":"2017-10-31t08:49:45","modified_gmt":"2017-10-31t12:49:45","slug":"handle-client-complaints","status":"publish","type":"post","link":"\/\/www.g005e.com\/2017\/10\/28\/handle-client-complaints\/","title":{"rendered":"how to handle client complaints"},"content":{"rendered":"

\"two<\/a>11 steps to take.<\/strong><\/p>\n

by jassen bowman<\/i>
\ntax resolution systems<\/i><\/a><\/p>\n

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\u2019s simply impossible to please everybody.<\/p>\n

more on tax resolution:<\/b> the importance of goals and affirmations<\/a> | use checklists to manage your tax firm<\/a> | tax resolution staff roles and responsibilities<\/a> | follow up with leads longer<\/a> | 5 daily tasks for maximum tax resolution profitability<\/a> | 4 problems with the tax resolution industry<\/a>
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the key to properly and professionally addressing client complaints is to not be overtly defensive. adopting a defensive attitude usually just inflames the situation.
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\ncomplaints 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.<\/p>\n

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.<\/p>\n

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  1. listen clearly to the client\u2019s complaint. ask clarifying questions to communicate that you\u2019re listening and to ensure that you truly understand their issue.<\/li>\n
  2. take written notes.<\/li>\n
  3. don\u2019t rush the client. make sure that your tone, timing and body language clearly indicate that you are taking the time to understand their concern.<\/li>\n
  4. if the client goes off on a rant, let them do so. don\u2019t interrupt. always acknowledge their concerns.<\/li>\n
  5. 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.<\/li>\n
  6. once you understand the situation and the client knows this, develop options to address the situation.\n