How Do You Respond to Negative Client Feedback Without Sounding Defensive?

Hi,

I am at a loss for words. Can you help me with how to reply to the negative feedback from the client? I can recall only 3 sentences:

Thank you for bringing this to our notice.
I will counsel the team member regarding the same.
Regret the inconvenience caused.

Dear Kamal, I welcome you to CiteHR.com. To get "positive and appropriate feedback" from our members, it is advisable to ensure that sufficient background information and reference to context are included in the post. You have not given any information on the kind of business your company is dealing with, the task/assignment involved, the errors/non-compliance on which the feedback was given, etc.

In the absence of more information, I can only suggest that you can include the following after suitable modification, if appropriate:

"We assure you that the 'infractions' pointed out shall not be repeated again as we are suitably modifying the process to eliminate such deviations/errors."

"We look forward to a happy and a long association with you and promise to delight you always, with our impeccable services."

Warm regards.

If you have indeed found out that the client's observations are true, then you can communicate to them that you are thankful, and because of their observation, you would be able to rectify the situation. Also, find out why the problem happened in the first place. In the communication with the client, also let them know the reason for the same.

The intent would be towards building long-term relationships with the client rather than responding in an ad hoc manner. In most industries, word of mouth is the most powerful medium for marketing and public relations.

Do get back to me in case of any further queries.

Regards,
Rohan

Addressing Client Feedback: Taking Action

If I am a client and have received bad service, one thing I want to know is what steps you are going to take to fix the problem. Merely telling me you will counsel the staff member concerned cuts no ice with me. They are just meaningless words designed to placate someone.

Angry customers want to see positive action taken to remedy the situation. I suggest you start there first.