CR - Handling Customer Complaints Lesson

Handling Customer Complaints

There may come a time when you encounter a customer who is upset and responds inappropriately.  When such an encounter occurs, it is important that you respond appropriately and not react improperly.  Applying the following steps will aid you in handling customer complaints. 

  1. Remain calm and do not argue.
  2. Listen to the customer's complaint.
  3. Treat the complaint as an opportunity and not a confrontation.
  4. Do not blame the customer.
  5. Apologize.
  6. Look for points of agreement.
  7. Be aware of your company's policy for handling angry customers.
  8. Use positive self-talk.
  9. Do not take the attack personally.
  10. Inquire how the customer would like the problem to be resolved.
 How to handle complaints: listen, acknowledge, take action, follow up.

 

 

 

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