{"id":1240,"date":"2014-10-01T08:23:10","date_gmt":"2014-10-01T08:23:10","guid":{"rendered":"http:\/\/www.indigobusiness.co.uk\/blog\/?p=1240"},"modified":"2024-02-29T15:52:17","modified_gmt":"2024-02-29T15:52:17","slug":"how-do-you-turn-a-complaint-into-an-opportunity","status":"publish","type":"post","link":"https:\/\/wpblog.indigobusiness.co.uk\/how-do-you-turn-a-complaint-into-an-opportunity\/","title":{"rendered":"How do you turn a complaint into an opportunity?"},"content":{"rendered":"<p><a href=\"http:\/\/www.indigobusiness.co.uk\/blog\/wp-content\/uploads\/2013\/07\/Car-customer-service.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"alignright wp-image-1016\" src=\"http:\/\/www.indigobusiness.co.uk\/blog\/wp-content\/uploads\/2013\/07\/Car-customer-service-200x300.jpg\" alt=\"Handle complaints with Think on Your Feet\" width=\"111\" height=\"166\" srcset=\"https:\/\/wpblog.indigobusiness.co.uk\/wp-content\/uploads\/2013\/07\/Car-customer-service-200x300.jpg 200w, https:\/\/wpblog.indigobusiness.co.uk\/wp-content\/uploads\/2013\/07\/Car-customer-service.jpg 566w\" sizes=\"auto, (max-width: 111px) 100vw, 111px\" \/><\/a>Nobody likes hearing customers or stakeholders complain. \u00a0So here are some suggestions from the globally delivered <a title=\"Think on Your Feet\" href=\"https:\/\/www.indigobusiness.co.uk\/Workshop\/think-on-your-feet\" target=\"_blank\" rel=\"noopener\"><strong>Think on Your Feet\u00ae<\/strong> <\/a>workshop.<\/p>\n<ul>\n<li>First, stay calm and acknowledge the client. Let them vent if they need to.<\/li>\n<li>Then ask closed questions to get to facts and give you time to think.<\/li>\n<li>Restate the facts to ensure clarity and let them know you are listening.<\/li>\n<li>Finally use a Plan to lead to a solution.A Pendulum Plan offers a potential win-win for all. A <strong>Triangle Plan<\/strong> could objectively define three options. And throw in a <strong>Benefits Plan<\/strong> to explain what your solution can do for your client, not what it can do for you.<\/li>\n<\/ul>\n<p>And if you don\u2019t know how to handle the complaint, don&#8217;t give an explanation that shifts the blame onto somebody else. Instead, use a <strong>Clock Plan<\/strong> to create a plan of action to take care of the complaint.<\/p>\n<p>A logical way to resolve a complaint and build good relationships using <strong><a href=\"https:\/\/www.indigobusiness.co.uk\/Workshop\/think-on-your-feet\" target=\"_blank\" rel=\"noopener\">Think on Your Feet\u00ae.<\/a><\/strong><\/p>\n<p>Want to know more about Think on Your Feet\u00ae? \u00a0Want to understand what these &#8220;plans&#8221; are?<\/p>\n<p>Check out this <a href=\"https:\/\/youtu.be\/QmaCDgxxoWQ\">short overview here<\/a>, or drop us a line on <strong>+44 (0)20 3836 86<\/strong><strong>40 <\/strong>and we would be happy to chat through how you can get trained to answer tough questions with clarity, brevity and impact.<\/p>\n<p>___________________________________________________________________________________________________________<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Nobody likes hearing customers or stakeholders complain.  So here are some suggestions from the globally delivered Think on Your Feet\u00ae workshop. <a href=\"https:\/\/wpblog.indigobusiness.co.uk\/how-do-you-turn-a-complaint-into-an-opportunity\/\">Continue reading <span class=\"meta-nav\">&rarr;<\/span><\/a><\/p>\n","protected":false},"author":4,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[7,82,151,150],"tags":[142,148,18],"class_list":["post-1240","post","type-post","status-publish","format-standard","hentry","category-communication","category-indigo-newsletter","category-the-skilled-presenter","category-think-on-your-feet","tag-communication","tag-project-management","tag-think-on-your-feet"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How do you turn a complaint into an opportunity? - the indigo blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/wpblog.indigobusiness.co.uk\/how-do-you-turn-a-complaint-into-an-opportunity\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How do you turn a complaint into an opportunity? - the indigo blog\" \/>\n<meta property=\"og:description\" content=\"Nobody likes hearing customers or stakeholders complain. 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