Handling Disputes & Complaints

As an expert on Kelunga, you may occasionally encounter disputes or complaints from seekers. Handling these situations professionally and effectively is crucial to maintaining your reputation and ensuring a positive experience for all parties. Follow these steps to manage disputes and complaints:

1. Stay Calm and Professional

• Listen Carefully: Allow the seeker to express their concerns without interruption.
• Avoid Defensiveness: Stay calm and avoid taking complaints personally. Focus on resolving the issue.

2. Investigate the Problem

• Gather Information: Ask questions to fully understand the issue. For example, “Can you provide more details about what went wrong?”
• Review Records: Check your notes, messages, or session recordings to understand what happened.

3. Propose a Solution

• Offer Options: Provide one or more solutions to resolve the issue. For example:
  • Offer a refund or discount for future services.
  • Provide a free follow-up session to address the problem.
  • Adjust your process to prevent the issue from recurring.
• Seek Agreement: Ask the seeker if the proposed solution works for them. For example, “Would this solution work for you?”

4. Escalate if Necessary

• Involve Kelunga Support: If the issue cannot be resolved directly with the seeker, escalate it to the Kelunga support team.
  1. Go to the Support Portal at https://kelunga.com/support-portal.
  2. Create a new ticket and provide details about the dispute or complaint.
  3. The Kelunga team will mediate and help find a resolution.

5. Learn and Improve

• Reflect on the Issue: Identify what caused the dispute or complaint and how it can be avoided in the future.
• Update Your Process: Make necessary adjustments to your services, communication, or workflow to prevent similar issues.

Best Practices for Handling Disputes and Complaints

• Respond Promptly: Address complaints as soon as possible to prevent escalation.
• Document Everything: Keep records of all communications and actions taken to resolve the issue.
• Stay Professional: Maintain a respectful and professional tone throughout the process.
• Follow Up: After resolving the issue, follow up with the seeker to ensure they are satisfied.

Key Notes for Experts

• Prevention is Key: Clearly communicate your process, deliverables, and expectations to avoid misunderstandings.
• Build Trust: Handling disputes professionally can turn a negative experience into a positive one and build trust with seekers.
• Use Support: Don’t hesitate to involve the Kelunga support team if you need assistance resolving a dispute.