Your company should develop a complaint management system that has a focus on resolving customer grievances in a way that converts unhappy customers into loyal brand advocates.

1. 5 Tips for Managing Customer Grievances
At some point, all businesses will have to deal with customers who are dissatisfied with
something or the other. It can be a real challenge to not only fix this grievance but also provide
the kind of customer support which leaves themsatisfied and makes them want to keep doing
business with you. Keeping this in mind, your company should develop a complaint
management system that has a focus on resolving customer grievances in a way that converts
unhappy customers into loyal brand advocates. Here are some tips that will help you do that.
Listen Attentively to Customers
Focus on what your clients tell you and record important points that can help you in deciding
the best course of action for tackling the issue. Never interrupt customers while they speak and
nod slightly to show your concern. Wait for the clients to finish and thank them for bringing the
matter to your attention. Summarize the discussion to let them know that you have understood

2. the problem and ask them if there is anything else they would like to share. Make it a point to
listen keenly so that clients feel heard and valued when they raise a grievance.
Empathize with Your Customers
Always remember that when customers complain, they may be frustrated, angry or distressed
for the right reasons. Put yourself in their shoes and give them the attention they demand.
Acknowledge their concerns and tell them your company regrets not being able to deliver the
expected standard of service. Use phrases to comfort customers and build rapport with them.
For example, say ‘I know how difficult it must have been for you’, ‘I realize how frustrating it is
when this happens’ etc. to show empathy and follow up by saying ‘I am happy to hear from you
and we will take care of this immediately’. It makes clients feel better and shows that your
company is ready to set things right for them.
Solve Problems in a Quick, Reliable Manner
Customers do not like to be kept waiting when there are grievances to be sorted out. Also, a
client who shares his/her concern with a company’s representative may expect the same
person to handle the issue. Taking this into account, you need to understand that making
customers move from one department to another to get an issue resolved will only frustrate
them further. However, complaints which are beyond the scope of your job description or
authority will need to be looked into by another person. In this case, get your clients in touch
with a reliable staff member who can get to the root of the matter quickly and reliably. Never
let your customers return to you with the same grievances as it can signify incompetence on
part of your organization. Customers can also be requested to give their input on the problem
solving process as this will make them feel your company cares about what they think.
Follow Up With Customers
Make sure that your company takes the best measures for managing consumer grievances and
check to see that no details regarding their complaints go unnoticed. Call your clients once
everything has been taken care of and thank them for their patience. Compensate customers or

3. offer complementary products and services to please them further. Give customers discounts
the next time they use your products and services.
Devise Preventive Strategies
Always remember that successfully handling consumer grievances is part of running a business.
However, it is essential that your company does not develop a reputation for receiving an
overwhelming number of complaints as it can drive clients away and impact your sales
performance.
Keeping this in mind, establish policies and review processes in your business to avoid customer
complaints in the future. Your staff also needs to learn from each complaint received so that
steps can be taken to improve your company’s customer service. Setup a training program in
which you can refine problem solving abilities of your team so that they are capable of taking
quick action in case certain grievances are not prevented. Your customers are one of your
greatest assets and therefore, creating procedures to accept, respond and handle their
complaints will go a long way in determining your brand’s success.