- Whether you are handling a complaint over the phone or in person, the first thing you should do is present a positive and upbeat image. This will serve to immediately diffuse any hostility. Smiling and being friendly shows the customer you are interested in helping them. If you are on the phone a smile can still be heard. It is important to behave as if the customer can see you.
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Let the customer explain the problem completely without interruption. Listen actively and take notes. Acknowledge the problem and offer to help. In your own words repeat the problem to make sure you understand it completely so you are able to solve the problem to the best of your ability. Doing this will help to keep you and the customer engaged in the conversation and on the same page.
During this time it's important to verify details and record them for the company as well. You should follow all policies and procedures set forth for documenting complaints. Most companies will use this data to improve customer experiences and product offerings. You can also thank the customer at this time for making the company aware of the problem and assure them you are reporting it. -
The customer may have already told you what they want. If so, evaluate what the customer wants and compare it against the companies policies and procedures. If it is in line with company policy and is fair in you opinion then do what the customer wishes. If the customer hasn't told you what compensation they are expecting, then use your best judgment. Consider company policy and extend a reasonable offer of compensation. If they request more compensation then you can approve or feel comfortable with, contact a supervisor or manager. They should be able to help negotiate a fair compensation that will help satisfy the customer.
If you listen actively, extend an apology and offer to help most complaints can be handled with relative ease. Maintaining a calm tone of voice will help to keep the customer calm and both of you focused on a reasonable resolution.
