How to Effectively Deal with Customer Complaints

Every business has the often unpleasant responsibility of dealing with dissatisfied, unhappy, and even irate customers; what sets companies with stellar customer service apart from those lacking it boils down to how they handle each complaint. Here’s how to effectively deal with customer complaints to ensure a happy resolution for both parties.

Difficulty: Easy

Instructions

1. Listen Carefully – Allow the customer to vent and give him or her your undivided attention. Don’t interrupt, tell them to calm down, or do anything else that will only worsen the situation. Listening carefully demonstrates to the customer that you genuinely care and are willing to work with them.

2. Apologize – Many businesses will not apologize to customers when they feel they have no blame in the problem. It may be a hard pill to swallow but learn to sincerely (that being the keyword) apologize even when you didn’t cause the problem. If for nothing else, you’re apologizing for the simple fact that the customer had a bad experience.

3. Act quickly to resolve the issue. Many big companies make customers go through various channels and lots of red tape before they can even speak to someone directly that can help. This will only delay a resolution and in many cases, make the customer even unhappier. Do your best to resolve the issue as quickly as possible.

4. Offer a refund or a discount. Nine times out of ten, a customer can be pacified with a simple refund or a discount. The minor monetary hit your company will incur will likely be worth it if it keeps a customer happy.

Tips & Warnings

• Always keep your tone of voice calm and respectful with customers even if they aren't doing the same.
• If you're dealing with an unhappy customer in person, keep your body language in check. Don't fold your arms, roll your eyes, or act put off. Maintain eye contact and be patient.

Resources

• handling customer complaints