Staying calm and listening to the client is the best first step. Find out what happened and whether you can solve the problem and satisfy the client. If not, don't hesitate to ask for help from your manager. Review your practice's policies on client complaints and authority. For example, are you authorized to give away certain services to appease upset clients? When should you pass complaints to the manager? Know the policies and you’ll know you’re supported to do a good job.
When a number of clients complain about the same problem, become a positive force in customer service by brainstorming solutions and discussing them at a team meeting or taking them to your manager.
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