6 Effective Ways Process Servers Can Handle Customer Complaints

• March 22, 2017
• by ServeNow Staff
• Business Tips

Day-to-day workloads for process servers can be difficult. Running between parties with writs, complaints, and summonses makes it harder to provide good customer service. If your clients are upset with the quality and timeliness of your work, they may submit complaints that can be discouraging and could potentially hurt your business. However, there are several ways to deal effectively with customer complaints, such that you can actually boost customer loyalty and improve your services, all while learning to handle the stress of future situations more efficiently.

1. Offer a simple way for clients to provide feedback

Sometimes what causes clients the most anxiety is that they cannot share their praise or frustration through an established system. Nothing upsets a client more than not knowing how to report a problem because he or she feels their advice is not being listened to. Create a form that your clients can easily find and download from your website and to provide detailed feedback about your work. Make sure someone at your company checks it daily. You can also give your clients physical feedback forms in-person or in the mail. Some clients will prefer to give feedback directly about their specific case, and others will want to give anonymous, generalized comments; make sure they are able to do both.

2. State the limits of your services clearly from the outset

You can eradicate a lot of customer anxiety by being clear about your availability, expertise, and turnaround time from the beginning. When there is a complaint about any of the issues you have already established in your initial contract, you will be able to calmly explain where you are in the service process and what they can expect moving forward.

3. Establish your niche: Learn your strengths

Customer complaints do not just point out weaknesses of your customer service; they also can directly or indirectly highlight your strengths. For example, are some of your clients complaining about your long turnaround time, but mentioning that your professionalism is what keeps them loyal? For the time being, market yourself based upon your strengths, and take an active stance on fortifying your weaker points. You can also ask clients to give you feedback about skills you hope to develop.

4. Maintain timely customer service

Do you know how long your average response time is when clients have a question or concern? If it’s too long, it can lead to frustration and possibly some lost clients. Make sure you have your phones, e-mail, and website submission forms monitored constantly. By responding quickly, your clients will feel included in the process and confident in your work.

5. Acknowledge Mistakes: Know when to reimburse a client

When dealing with different procedural processes in civil courts, between states, and in special legal situations, sometimes mistakes can be made. Do not let customer complaints pressure you into a refund, however, if the defendant or individual is at fault for the failure for service. Unfortunately, even when process servers follow all laws and are diligent, mistakes can be made or service of process can be difficult. Communicate and be upfront, but also don’t be afraid to reimburse a client. If you handle mistakes with honor, many times you’ll come out of the process with a stronger relationship.

6. Continue to Improve

By providing the best performance possible to your clients, you encourage them to continue to use your services. Quality customer service for your clients comes with a great deal of effort. Sometimes, clients want what is nearly impossible and will submit customer complaints, but they can motivate you to improve your services.