How to Deal With Customer Complaints

Always have a customer complaint that you're just not sure how to handle? These few steps may make you're life a little easier when trying to help the angry customer with their problem.


Steps
1. Listening is key: First listen to the customer and figure out what their problem is.


2. Be sure not to show feelings towards the situation; let the customer tell everything they feel has went wrong in the situation.


3. To show them you are listening: Nod or say something to them to let them know , this may make it a little more comfortable for the customer to just relax.


4. Show how sincere: Show that understanding the customer and wanting to be able to help them with their problem is now in your mind. Now that they have told everything it may be safer to show a little feeling toward the whole thing. Maybe show how sorry the store is for their inconvenience. Doing this will not only make the situation a little better, but will make the customer see someone cares about their problems.


5. Figure out the situation: Now that the customer has said everything and has realized you want to fix their problem act on it: Now try to figure out what really has upset the customer and find an answer to it.


6. Nothing looks worse than showing there is no idea what to do, even if the situation is hard, looking like there is some idea of what to do. Facial expressions are key, try to smile with customer at all times, do not show confusion.


7. Answer to the problem: Figuring out what to do about the complaint was the hardest part, there were probably solutions to helping the customer, but one will stick out as the best answer to the complaint that will work, act on it and aim to make the customer happy as soon as possible. The longer they have to wait the more frustrated they will get.


8. If at any point realization of being unable to answer the customer’s complaint comes to mind, find someone else that may be able to. Do this as soon as possible,to avoid confusion between both you and the customer.


9. The best person to help out: A manager, or an associate that has been through a similar situation that is going on. If you can not find someone to help you with the situation, tell the customer polity that while wanting to help them, you don't want to point them in the wrong direction and tell them something that may not be correct.


10. After getting the situation under control and hopefully fixed: Apologize for the inconvenience to the customer and hope it doesn't affect their impression on the company. Maybe throwing in a nice, "Have a nice day" could throw a smile onto the customers face.


11. Improve service or product quality to eliminate similar problem happened again.