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8 Tips for Successfully Handling Customer Complaints

Written by: Christopher Palumbo

Article Overview: Everyone has heard the adage, “The customer is always right.” And while there are times that this idea can really be put to the test, quality customer service is something that every business, no matter what industry, should aspire to possess. Addressing customer complaints is a key part of nailing down that sterling customer service image, and customer complaints can actually benefit your business, as it gives you a clear idea of what areas need improvement. Follow these tips to smoothly handle complaints professionally and with ease.

8 Tips for Successfully Handling Customer Complaints

Everyone has heard the adage, “The customer is always right.” And while there are times that this idea can really be put to the test, quality customer service is something that every business, no matter what industry, should aspire to possess. Addressing customer complaints is a key part of nailing down that sterling customer service image. Customer complaints can actually benefit your business, as it gives you a clear idea of what areas need improvement and provides you with direct feedback from your clients. Deftly handling customer complaints can build you a strong and loyal client base; disregarding them can result in nothing but lost sales and a poor brand image.

By listening to your customers and responding quickly to their concerns, you give them a good reason to keep doing business with you. Customers find change difficult, but they appreciate changes that are in direct response to their suggestions.

You must take action at the time of the complaint or the problem will only grow larger in the customer’s mind. Left unresolved for too long and the customer will be telling other clients, friends and co-workers about the negative experience. Please use the following format to handle complaints quickly and effectively:

1. When the customer comes to you with a complaint, stop whatever you are doing and listen. Acknowledge the customer in an open and positive way. Make eye contact and nod to show you are listening.

2. Never argue with a customer. Arguing will not lead to a resolution of the problem.

3. When a customer is upset, you need to stay calm and clear-headed.

4. Listen patiently until the customer finishes venting. Do not interrupt. If you need more information, ask questions such as “What happened next?”, “What exactly are you requesting that we do?” or “How would you like to see this issue resolved?”

5. Assure the customer that you will do everything you can to resolve the problem. Express empathy for their situation.

6. Ask the customer to clearly document their complaint in writing, either via letter or email. You might want to create a simple complaint / feedback form so that the customer can easily provide their information and complaint at the time of the incident.

7. If you can resolve the problem immediately, do so while the customer is still there. If it cannot be resolved immediately, tell the customer what you plan to do to get a resolution. For example, if the customer is upset that an item is not in stock, immediately research if it can be ordered and let them know as soon as possible.

8. Follow up with the customer within 24 hours of the complaint.

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Article Tags: adage, brand image, co workers, direct response, doing business, empathy, eye contact, friends and co, good reason, handling customer complaints, loyal client base, negative experience, nod, quality customer service, service image, sterling, test quality



Related Forum Posts
Business Tips - How about: Tips for managers to handle employees more effectively? Tips on how to deal with difficult customers? Tips on how to deal more effectively with suppliers? The only three I have in mind right now, but will try to come up with something else. Chris
Re: Two Useful Books To Help You Focus On The CLIENT - Hi David, To add to your thread, I'd like to recommend Jonathan Tisch's "Chocolates On The Pillow Aren't Enough: Reinventing The Customer Experience". Tisch's book includes content on "Welcoming Customers", "The New Art of Customization", "The Challenges of Customer Diversity" and "Offering Something Extra to Your Customers" to name a few.
Re: Paypal process $315 million in payments per day. - I agree with you David, their Customer relations suck. This mean other payment systems like 2CO and WORLDPAY should work on their customers relations to take more slice of the market.
Hiring the best people for the job - One of the hardest things I had to do as an entrepreneur was to give up control over a project to someone else. Currently, I am having a professional design my website for me. Sure I can do it myself, or hire someone to do it how I tell them, but what would I learn? Handling the technological side of the business is not my strong suit, so i had to find someone who knew more about the subject than I did and also has done what I want to do before. It has been a learning experience, and the great thing about it is it frees me up to do what I do best in my business, and letting someone else do what they do best. I have been brought up with the mindset that [i:vazquuoz]if you want it done right you [/i:vazquuoz][i:vazquuoz]have to do it yourself[/i:vazquuoz]. I am slowly but surely weening myself away from that mindset and learning how to delegate more effectively. Now I am extremely selective on who I hire, and my goal is to surround myself around people who are smarter than myself in their area of expertise.
Re: need pricing help please - I agree that allowing customers to choose digital or physical product delivery is a good idea. If you are handling large volumes of orders then outsourcing the process is an excellent idea. Handling physical orders yourself is a demanding occupation, as I know from experience, but on the other hand, if you are doing it on a small scale it also gives you some good opportunities to personalize your service with hand written compliment notes and so forth. Also, you can learn a lot from your customers if you deal with them through every part of the sales process. Once sales volume picks up, outsource the operation - you'll probably save money as well as time. DH


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