Customer complaints shouldn’t be taken personally. Instead view them as valuable customer feedback and always deal with them in a positive manner.
Customers that are making complaints may be upset, angry, confused, even delusional, so to prevent the complaint from escalating it is important that a good customer complaint procedure is followed. The following is an example of how a complaint should be handled:
How to handle customer complaints
- Listen to the customer without interrupting
- Thank the client for the feedback and bringing the issue to your attention
- Take ownership of the complaint
- Be polite
- Remain calm and never enter into an argument
- Record the complaint
- Reassure the customer it will be resolved
- Advise the client of possible solutions
- Ensure the client is appease before they leave
Adhering to organisational procedures will help ensure consistency and that everyone is dealt with equally.