4 Steps for Handling Customers Complaints



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Dealing with difficult customers who are dissatisfied is something which most people have to do at some point or another.  There will always be one person who isn’t satisfied regardless of how good your product is. Even if you apply a process which you consider to be superior, there will eventually be someone who finds this process to be unsatisfactory.

Rather than taking this personally, however, take it as an opportunity to grow as a company and potentially earn some constructive feedback.  Although it’s never easy to have to listen to someone saying they aren’t pleased about something, it’s a part of the territory of running a business.  Here is a guide to help you handle the situation as smoothly as possible.

Listen To Them

The first step when handling a difficult customer who isn’t happy with the circumstances is to listen to them from beginning to end.  By understanding their point of view and letting them feel like what they have to say is valued, then their frustration will start to subside.

One of the biggest mistakes that you can make when handling a difficult and dissatisfied customer is to argue with them or fail to hear them out.  This will escalate the situation to an even worse state. Even if you feel that they aren’t correct, you should still be willing to listen.

Express An Apology

Once you’ve heard their complaints and feedback, you should reiterate what you understood to confirm that you heard them.  Following a recap of what you understood you should express your apologies for their dissatisfaction.  This apology will be helpful in getting them to calm down further.

Once they know that you are sincerely sorry for them having a less than positive experience, then you can move closer towards a resolution.

Explain The Circumstances

After apologizing, you should explain why an error occurred or why their experience wasn’t as expected.  By offering an explanation of what went wrong, this helps them better understand the other perspective.

Explaining your intentions is the best way to calm down someone who feels as if they were treated wrongly. They usually step down from the defensive.  

Offer Them a Solution

Finally, once you’ve completed these steps, you should offer a solution which remedies the situation. Since an apology isn’t enough for most customers, you should be able to offer them some sort of compensation for their less than satisfactory experience.

Since each customer’s experience is unique, you can decide the best compensation on a case by case basis. Otherwise, you may run the risk of having to give maximum compensation to each unsatisfied customer which will eventually drain your resources since not every situation merits this.

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