How to Listen to a Customer Complaint

Upset customers can cause you to lose your cool.

Customers call or email companies with their product- or service-related problems, and they expect customer service representatives and managers to solve them. Their end goal is to see that you take care of their needs as soon as possible. As a customer service representative or manager, you may be on the receiving end of angry tirades or long-winded accusations from customers. Staying calm and working through the problem is the best way to handle a customer's complaint.

Instructions

1. Put aside your thoughts of an angry retort when listening to a customer complain. Listen closely to the real problem the customer describes.

2. Repeat the problem back to the customer. For example, you might say, "I hear you saying that you did not receive your printer ink on the day your order said it would come. Is that right?" It helps customers know that you truly heard what they said and that they do not have to repeat themselves. This technique also helps you clear up any misunderstandings you may have about the problem.

3. Say that you're sorry for whatever happened. Even if you don't know for sure or don't believe that your company did anything wrong, apologize. At least apologize for the inconvenience the problem caused. If your company has policies on offering apologies in extreme cases -- like ill health resulting from your company's services or products -- to avoid admission of guilt, adhere to them.

4. Get to the root of the problem. This is especially important if your company repeatedly gets the same complaints from customers. Find out what you can do to solve the problem for the customer, whether it is offering a free product or service in the future or sending a free replacement product.

5. Express appreciation to the customer for bringing the complaint to your attention. When your company receives complaints, it helps it to improve its policies and procedures. In the future, be proactive and eliminate complaints before they happen. Take the complaints to heart, and find ways to improve your company's ways of doing business.

References

• CSM; Dealing With Customer Complaints -- B.L.A.S.T; Albert Barneto
• North Carolina Department of Health and Human Services; Handling Customer Complaints; Tom Reeher