{"id":81128,"date":"2020-12-26t12:30:46","date_gmt":"2020-12-26t17:30:46","guid":{"rendered":"https:\/\/48e130086c.nxcli.net\/?p=81128"},"modified":"2023-09-05t18:10:50","modified_gmt":"2023-09-05t22:10:50","slug":"11-steps-for-handling-client-complaints","status":"publish","type":"post","link":"\/\/www.g005e.com\/2020\/12\/26\/11-steps-for-handling-client-complaints\/","title":{"rendered":"11 steps for handling client complaints"},"content":{"rendered":"

they might come to you unhappy, but they don’t have to leave that way.<\/strong><\/p>\n

by jassen bowman<\/i><\/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: <\/b>what you tell yourself matters<\/a> | use checklists to get new tax clients<\/a> what your tax resolution staff must do<\/a> | are you quitting on leads too soon?<\/a> | grow faster, be more efficient<\/a>
\nexclusively for pro members. <\/span><\/strong>log in here<\/a> or 2022世界杯足球排名 today<\/a>.<\/span><\/p><\/blockquote>\n

the key to properly and professionally addressing client complaints is to not be overtly defensive. adopting a defensive attitude usually just inflames the situation.
\n
\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

    \n
  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
      \n
    • every staff member should have a clearly defined dollar threshold that they are authorized to invest<\/strong> on the firm\u2019s behalf in order to address customer issues. this accelerates the dispute resolution process, ensures happier clients and increases operational efficiency.<\/li>\n<\/ul>\n<\/li>\n
    • suggest the best resolution option to the client as a zero-pressure, open-ended option.\n
        \n
      • \u201cwhat if we\u2026\u201d<\/li>\n
      • \u201chow would you feel about\u2026\u201d<\/li>\n
      • \u201cwould it be reasonable if we both\u2026\u201d<\/li>\n<\/ul>\n<\/li>\n
      • always be acknowledging the client\u2019s right to be upset, and let them provide alternative options to resolve the matter.<\/li>\n
      • if necessary, bring the matter to a higher level staff person to address.<\/li>\n
      • be sure that the details of any agreement are clearly understood. clearly and plainly communicate what will be done, and place it in writing.<\/li>\n
      • always thank the client for bringing up the issue, and let them know that the matter will be reviewed by management.\n
          \n
        • \u201ci will make sure to bring this up at our next staff meeting so that we can review our procedures for handling ______.\u201d<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"

          they might come to you unhappy, but they don’t have to leave that way.<\/strong>
          \nby jassen bowman<\/i><\/p>\n","protected":false},"author":2176,"featured_media":51695,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","footnotes":""},"categories":[1905,1363,3120,2740],"tags":[],"class_list":["post-81128","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-clients-and-service","category-featured","category-pro-member-exclusive","category-tax-resolution-services"],"acf":[],"yoast_head":"\n11 steps for handling client complaints - 卡塔尔世界杯常规比赛时间<\/title>\n<meta name=\"description\" content=\"actionable intelligence for tax, accounting, and financial professionals\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"\/\/www.g005e.com\/2020\/12\/26\/11-steps-for-handling-client-complaints\/\" \/>\n<meta property=\"og:locale\" content=\"en_us\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"11 steps for handling client complaints - 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