How to Handle Customer Complaints Effectively

A friendly smile can help calm an irate customer.

At some point, business owners, store managers and store employees have to deal with upset or irate customers. The company's ability to effectively deal with customer complaints provides an opportunity to transform dissatisfied customers into happy patrons. These patrons then become active promoters of the business through positive word of mouth marketing. This helps to increase business and provide a friendlier work environment.

Instructions

1. Inquire about the customer's concern by displaying a smile and using a friendly tone of voice when speaking on the telephone or in person. If the customer detects an attitude or an unwillingness to help, he may become irate.

2. Listen thoroughly to the customer's complaint and avoid interrupting him while he is speaking. Ask questions once the customer is finished to clarify issues. Remaining professional during this time keeps the customer calm and prevents the situation from becoming complicated or out of control.

3. Propose a solution to resolve the issue and apologize for the situation regardless of whether the customer is right or wrong.

4. Contact the store manager if the customer's needs cannot be accommodated. Apologize in a calm and professional manner to the customer for being unable to offer an acceptable solution and refrain from leaving the customer alone too long while finding a manager.

References

• Entrepreneurs' Organization; Six Steps to Dealing with Customer Complaints; Ben Ridler
• U.S. Small Business Administration; Four Ways to Effectively Anticipate and Handle Customer Complaints; Carol Beesley; 2009