Customer Complaints Training

Communicate clearly with your customer to help solve the problem.

One of the most stressful aspects about working in customer service can be dealing with complaints. While angry customers can be a handful, it's your job to try to resolve the issue and make the customer happy. Sticking to a few basic rules will help you deal with customer complaints efficiently.

Listen

Being a good listener is one of the best things you can do when dealing with an upset customer. Customers want to feel that somebody cares about the difficulties they are having. Let them get everything they need to off their chest. Often, just the knowledge that somebody is listening is enough to help diffuse the situation.

Be Calm

Upset customers might not want to listen to your advice, or might direct their frustration at you personally. Keep in mind that the customer also could be upset about matters having nothing to do with his complaint. He might be having a bad day, and you're the person who he feels like taking it out on.

Remain calm in these situations. Though it is a frustrating position to be in, getting upset at the customer will only make matters worse. If you maintain a calm demeanor throughout the conversation, chances are that the customer will calm down as well.

Be In Control

The last thing an upset customer wants to see is an employee who doesn't know what he's doing. If you are unfamiliar with the situation that the customer is describing, do your best to gather as much information as possible. Ask questions. Get a clear understanding of what the problem is. If you are uncomfortable in dealing with the situation, or if you are unsure how to proceed, don't let them see it. Smile and tell them that while you're not the best qualified person to help with the issue, you're going to put them in touch with somebody who can.

Communicate

If you have the ability to fix the problem, let the customer know exactly what you're doing to fix it, and how long it will take. It's usually a good idea to follow up with them once the issue has been resolved.

If you cannot fix the problem, explain why. Be calm and clear. Explain that it's a matter of company policy, which you do not have the ability to change. Be very careful about using the phrase "There's nothing I can do." Even if this is the case, the customer needs to know that their voice has been heard. Tell them that you will inform your superiors about it, or that you'll discuss it at the next staff meeting to see if any changes can be made.

Stick to the Rules

Never break company policy without getting the permission of your superior. Even if the customer's complaint seems reasonable, never do things such as issuing refunds, handing out discounts or giving out free merchandise unless you have clear permission to do so. You might be doing so out of a desire to please the customer, but solving problems in this manner can become an even larger issue. If word gets out that you helped out one customer in this manner, everyone else will want the same. It's best to stick to the rules, and check with your superiors before making any changes.

References

• University of Florida: "Customer Complaints and Types of Customers"
• University of North Texas: "Best Practices in Resolving Customer Complaints"