7 Tips for Handling Customer Complaints

Let’s be honest. Even the best of companies with stellar customer servicetrack record have customer complaints from time to time – you can’t keep everyone happy all of the time. But whatever nature of the complaint, it’s how the company handles them that really matter. So, when faced with a rather disgruntled and unpleasant customer, how should the situation be handled?

1. Listen. Sounds obvious, right? But many companies fail to do this one important yet simple step. The person on the other end often just wants to be heard and make their complaints known. Simply being a good listener can help diffuse some of the tension and frustration the customer is experiencing.

2. Don’t respond right away. Some customers can be downright rude and responding in the same manner will only escalate the situation. If you are on the phone, take a deep breath and resist the urge to snap back. If you are responding in writing (e.g. an email), give yourself a few moments to think about an appropriate response. You always want to stay calm and keep your emotions in check.

3. Have a customer complaint plan in place. Your company should have an escalation plan in place that details internal procedures and managers or supervisors qualified to manage complaints that are beyond your scope or ability to handle.

4. Don’t overpromise. Businesses often make the mistake of promising something they can’t deliver as a way to pacify an upset customer. You’re only adding fuel to the fire and ultimately, the customer will be even angrier.

5. Find the right answer, don’t guess. Similar to the previous tip, be upfront with customers about what you need to do to resolve the issue. If you need to do a little research or speak with a supervisor to determine the next step, say so! Your honesty will go a lot further than anything else.

6. Be careful what you put into writing. If you are handling customer complaints via email or letters, be careful with your language and any claims you make; it may come back to haunt you!

7. Determine what the customer wants now. Are they looking for a refund, to exchange a product, an apology, etc? Clarify the complaint and find out what restitution the customer is looking for immediately.