Tips for Dealing with Customer Complaints

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Tips for Dealing with Customer Complaints

From my point of view good customer service is directly interrelated with the way  a company chooses to deal with customer complaints . Regardless of the high  service levels  you may offer , the methods you choose to solve problems and deal with complaints will act as a real indicator in the pursuit of service excellence .

Useful tips may help  you handle customer complaints :

    • Proactively manage complaints . Monitor the real service levels compared with customer expectations . When service level falls below the established standards , then assume that complaints will follow. Place a process for your reps to cohesively follow and build service recovery mechanisms for your answers ( e.g. gift vouchers, special discounts, extended periods of service etc..)
    • Have into mind that what mainly annoys customers during a complaint resolution process is : length of time it takes to solve their issue, lack of information ( when the rep doesn’t know what to answer), different answers given by different reps
    • Capture the data. Ensure you have an open process, an easy and accessible way for your customers to complaint in various channels and touchpoints . Invite your customers to complaint via a straightforward mechanism. Thank them for their feedback and make them feel that their effort is appreciated.
  • The information you receive from a complaint must be acted upon with speed , empathy and honesty


  • Ensure your people in the service roles are empowered to answer and solve issues with speed and specific actions . A complainers will always need an answer
  • Listen effectively . Give your full attention and actively take in what you hear, interpret it and be able to act on it . Make a conscious effort to understand how the speaker is feeling
  • Show that you are listening. Express you have received the message , clarify if needed or probe for extra information. Paraphrase what the customer has said to show you are focused on your conversation
  • Ask good questions to demonstrate you are interested not only in what has happened but also in thinking about possible solutions
  • Be flexible and natural. Of course there are mistakes . We all make them everywhere, but overall mistakes represent a small percentage of things that go wrong . Guiding questions keep customers focused on specifics .
  • Apologize for the inconvenience has been caused to the client but avoid taking the blame without having done any investigation
  • Use positive language and focus on what “you can do” for the customer
  • Show you care , use empathy statements and align your tone of voice in a soft and warm pace

Dealing effectively with customers’ complaints takes work . Training your people in these skills helps them feel confident , empowered and able to make a difference . The good news is that the better people get at listening & handling complaints the more effective they will  be at communicating effectively with everyone in their daily lives.

It’s a set of skills that really rewards .

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