Does this sound familiar? You feel queasy if a customer has a complaint. You defend yourself and want to find the person at fault for the mistake. Both strategies will neither make you feel better nor will they help the customer. Learn a better way to find a solution which will please both parties.

1. Complaint
handling 101

2. A complaint
is a gift
• You have a chance to solve the
customer’s problem
• You may build trust
• You learn something about your
product or services

3. Complaints are
everybody’s
concern
customer
Service
R&D
warehouse
Finance
Marketing
Product
Management
- not just customer service’s.

4. +
Make it easy
to complain
• be available at customer-
friendly times
• publish phone number and
email address
• no forms to fill in
• no interrogation
Do not
disturb!

5. +
Be fast
Most customers expect a fast answer
• phone: call back within 1 hour
• email: maximum 1 day
(trend: 1-4 hours)

6. +
Listen carefully
„Most people do not listen
with the intend to understand,
they listen with the intend to reply.“
Stephen Covey
- pay attention to the customer.

7. +
Say „Thank you“
and
„I am sorry.“
and show that you
value the customer
and the complaint.
Don’t bother
finding out
whom to blame.

8. +
Understand the
customer’s
expectations
Else you won’t be able
to find a solution, which is
acceptable for both sides.

9. Find a solution
The most important needs of a
complaining customer are:
• justice
• get control of his situation
• regain self-esteem
Pay attention to this when you
look for a solution.

10. Learn about
• the limitations of your product
• the expectations of your
customers
• how they use your product
• what you can improve

11. Learn the
complaint 101
Subscribe to my
newsletter at
wiebke-wetzel.com