When receiving a complaint the first step is to listen to what client or customer is saying. You may be tempted to jump in with reasons as to why the situation may have happened or try to shift the blame but this will only add fuel to the fire – the customer wants to be heard. There is a strong possibility that the customer making the complaint is going to be angry or upset. It is important for you to stay calm and take as much information as possible relating to the complaint.
Customer complaints are inevitable, no matter how streamlined your business. They must always be acknowledged and dealt with effectively. By ignoring or dismissing complaints, you are effectively telling the customer that you don’t value their opinions.
Many business owners see complaint management as a time-consuming and frustrating process. However, by developing an efficient system, complaints can be resolved quickly and easily