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Step 1
Ensure you have a good understanding of the problem at hand.
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Step 2
Ensure the customer's complaint is a relevant problem. This is a problem that stems from your business and it can be resolved.
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Step 3
Analyze whether it is a problem with customer service or with the product. Customer service problems include: rude employees, cleanliness, the wrong order, or monetary issues. Product problems include: the product's taste, function of the product and preparation of the product.
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Step 4
If the issue is with customer service, a simple apology and assurance that it won’t happen again is sufficient. You may also need to ring up the customer again, disregarding the previous time. If the issue is with the product, simply make a new product to their specifications. If you run a business that sells, but doesn’t manufacture, you may tell the client to contact the manufacturer with product issues.
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Step 5
If the issue is still unresolved, ask your superior to resolve the problem. If you are the superior, ask the customer what they would like you to do. You may find that what the customer asks is reasonable.
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Step 6
Should the customer become hostile, politely ask the customer to leave. By that time you have done all you can and the customer only wants to make a scene.
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Step 7
Should that fail, calmly say that you are going to call the police.
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Step 8
Reflect on the customer's complaints and use their criticism to improve your business.
