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15 Tips on How to Handle Customer Complaints

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Find out 15 do’s and don’ts tips you can follow to ensure your customer service team deal with incoming customer complaints properly

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15 Tips on How to Handle Customer Complaints

  1. 1. THE DO’S AND DONT’S TO DEAL WITH CUSTOMER COMPLAINTS
  2. 2. Let your customers vent their concerns with minimal interruption. Bear in mind that what they need mostly is just for you to lend an ear, not to argue with them. It might sound very tempting to reject customer complaints immediately if they’re being rude or irrational. But remember that action would exacerbate the issue and make you look unprofessional as well. Listen attentively Don’t dismiss their complaints DO DONT’S
  3. 3. Once the customer finished venting, proceed by calmly summarizing their problems to establish an initial common ground – ensuring that they have been understood. Listening to a constant stream of customer complaints can sometimes take a toll on you, and it’s fine, but remember that every line of business experiences the same thing in a daily basis. Acknowledge their problems Don’t let the complaints get to you DO DONT’S
  4. 4. There’s no time for justifications or excuses, sometimes all the customers want to hear is for you to say ‘sorry’ for your disappointing them. Because most of the time your customers don’t really care who is really at fault in your company. Instead, yes, apologize for the behalf of the whole company, and move on to the more relevant step of resolving the problem. Apologize Don’t pass the blame to someone else DO DONT’S
  5. 5. Study by Wysocki et al. identifies at least five types of customers that you need to handle differently. The danger of inappropriate responses lies in your customer feeling more agitated or detached, thus eventually leaving your business. Saying things like “I don’t know” or “You shouldn’t have done that” certainly doesn’t sound useful in resolving any complaints. Distinguish who you are talking to Don’t ignore what you are saying DO DONT’S
  6. 6. As you regain control of the conversation, begin asking for the details you need to help clarify the problem at hand. Try to not jump into conclusion too early or you might end up providing the wrong solution. Though there are indeed a lot of elements to consider, the general guideline is for you to remain positive, polite and genuine. Try to be as conversational as possible without actually being too friendly. Ask questions Don’t ignore your choice of language or tone DO DONT’S
  7. 7. As soon as you get a clearer idea of the problem, offer them what you can do to best rectify the problem, and see if it matches their expectations. While they might indeed save you some time in a daily basis, sometimes they just don’t work for specific queries requiring in-depth attention. This is especially true for interactions in the realm of social media. Agree on a solution Don’t rely too much on automated responses DO DONT’S
  8. 8. Close the conversation by genuinely thanking them for bringing the problem to your attention. This would help show that you’re taking well their criticisms. No one likes to wait for an answer to the problem they shouldn’t have to begin with. Thus give these unhappy customers precedence in your to-do- list and negotiate with them a reasonable timeframe when you can expect to solve the problem. Thank the customer Don’t delay in solving their problem DO DONT’S
  9. 9. t After a couple of days or so, contact the customer back to ensure the problem has been entirely resolved. It costs very little, but it shows that you truly care about their overall experience. Follow up DO
  10. 10. If you’re keen to learn more on how you can better train and improve your customer service team, be sure to check out our comprehensive e-Book that you can get for FREE here.
  • ViralMakwana13

    Jan. 4, 2021
  • Shahbanker

    Nov. 23, 2018

Find out 15 do’s and don’ts tips you can follow to ensure your customer service team deal with incoming customer complaints properly

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