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What Every Manager Should Know About How to Learn from the Complaints of Their Customers and Employees
by Etienne A Gibbs, MSW
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Listening to complaints, whether they're reasonable or not, is a part of every manager's job. Sometimes complaints can be overwhelming. However, by taking them in stride with an open mind, you can learn much from your employees' and customers' feelings about the workplace.
If you listen to them patiently and attentively, their complaints will alert you to real or potential problems, or tell you of a better way to handle a situation.
Managers are not use, however, to coping with complaints. They usually let their emotions rule their thinking. Consequently, they let complaints wear them out because they take on the complaint as a personal attack on us. Hint:It is not!
The next time you are faced with an irate customer employee, here are some steps to consider:
* Try doing or saying something new, different, or unexpected. Be cautious, however, about appearing flippant and unconerned.
* Listen attentively, patiently, and with good nature. A smile would help, but direct eye contact, without staring, would be better.
* Even if the complaint seems unreasonable, don't tell the complainer so. Keep it to yourself. Agree with them although deep down inside your guts are screaming that they are wrong. Let the complainer have his say. Afterwards, you both can join in the solution-seeking process.
* Because nobody wants to be accused of being unreasonable, especially if it's true, admit that the complainer might be right. (The implication to the complainer is that you are be wrong. Doing so helps to allay his anger and resentment.)
* Invite the complainer to offer you in his own words a solution to his complaint. Say, for example, "If you were in my shoes, what would you do to correct the situation or issue?" (Be careful not to call his complaint or situation a problem, because doing so might aggravate him to the point that he loses his ability to think and express himself clearly.)
* Listen carefully and actively for confirmations, contrations, and convictions. Read his body language for these clues and signs.
* Use feedback questions or statements to let him know that you're trying to understand and meet his needs. (Begin responses with statements like, "If I understand you correctly, I hear to say that ...")
When you take the time to listen, actively listen, to the people before you who happen to be customers or employees with complaints, you will hear and actually understand what they are telling you. You will then be in a better position to turn them into satisfied and loyal customer or employees who will perform via repeated purchases or improved job performance, not because they have to, but because they want to.
Remember: When you maximize your potential and help others to maximize theirs, everyone wins. When you don't, we all lose.
© Etienne A. Gibbs, MSW
Etienne A. Gibbs, MSW, Management Consultant and Trainer, conducts lectures, seminars, webinars, and writes articles on his theme: "... helping you maximize your potential." For more information visit www.MaximizingYourPotential.blogspot.com, or email him at execandgroup-consulting@yahoo.com.
Article Source: www.businesshighlight.org
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