You as a manager, whether consciously or not, has given confidence to your staff to be representative of the company. In the hands they’re the actual image of this company was formed. Not only greet clients, internal and external, your staff also be the first to respond in case of complaints. The way you teach them to handle complaints is very important.

Staff Feel She/He Has Been Cooperative

“Madame, on the announcement existing caption. It was obvious, really, that the replacement cost of new hospitals can be done one week after the claims we received, ” said Sarah, an insurance company’s customer service. Feeling with the treatment she received, the caller sends via e-mail complaint sent directly to the chairman of the company. Unfortunately, she did not admit her guilt.

Solutions

Only two things that make Sarah does not recognize her actions, namely fear or pride. As a manager, you need to know, she is like what type of employee. If she is scared, tell him, “Mistakes are a natural thing, which is important, do not make mistakes again.” If she had prestige, saying, “I know you’ve sent a notice, but other times act more cooperatively.”

After the approach to your staff, come to the leadership of the company with solutions that you have created. Then solve the problem with the client. Make an appointment with the client, explain once again the information in the letter. Then apologize for any inconvenience that, without bad-mouth your staff.

Staff complained about the Working Partners

One Team “If my next project is still paired with Anna and Sheila, I resign it, Mom.” So the threat posed your best staff, Dylan, to you. With a tone of anger, Dylan told how both his protest all the policies he had taken charge of the project. According to him, the project was successful, but he has worked alone because not supported by a team mate.

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