Dealing with consumer complaint

Put Your Emotions Aside

Whether it’s a friendly lady trying to simply tell you how to do your job better with the best of intentions or a disgruntled customer ready to erupt in rage, the best way you can handle any customer sharing a complaint is without your personal emotions getting in the way. Calmly listen to what they are saying, then just as calmly reply and react to them with the following tips in mind.

Thank Your Customer

The old saying “kill them with kindness” could not be more true in a situation with a customer complaining. But rather than smile and pretend to care, genuinely let them know you are thankful they are sharing with you their complaint or concern. For example, you can tell them right off the bat that you appreciate them taking the time to talk to you about their concern and you want to make sure you understand exactly what they are saying. This opens up the opportunity for you to further listen to them, while hopefully giving them the understanding that you want to actually hear what they have to say.

Thank your customer for complaining

Yep. Even when customers are being a bit nasty, you can begin to change the tone of the conversation dramatically by sincerely thanking them for bringing the problem to your attention. This shows the customer that you genuinely care about what they are sharing and you appreciate the opportunity to resolve the problem.

Show empathy for your customer’s concerns

Let them know that you sincerely care about the problem even if you don’t agree with their comments. If you or your company made a mistake, admit it. If it is a misunderstanding, you can respond in a supportive, concerned tone of voice, “I can see how that would be incredibly frustrating for you.” You are not necessarily agreeing with what the customer is saying, but respecting how he or she perceives and feels about the situation.

Sincerely apologize even if you are not the cause of the problem

It really doesn’t matter who caused the problem. Sometimes the customer is the one who made the error. What you are apologizing for is the fact that they are upset about the situation. An apology implies ownership. It lets the customer know that you are going to help them through the process. When said sincerely, the words “I’m sorry” can eliminate as much as 95% of a person’s anger. This will help your customer to calm down and be more open to problem resolution.

Offer a solution.

This happens only after you have sufficient details. Know what you can and cannot do within your company’s guidelines. Making a promise you cannot commit to will only set you back. Remember, when offering a solution, be courteous and respectful. Let the customer know you are willing to take ownership of the issue and tell them what you are going to do to solve the problem. If an employee in another department is better equipped to fix it, help make the transition smooth by explaining the problem so your customer doesn’t need to repeat their story.

Get the facts

Now that the customer has calmed down and feels you have heard his or her side, begin asking questions. Be careful not to speak scripted replies, but use this as an opportunity to start a genuine conversation, building a trusting relationship with your customer. To help you understand the situation, as open-ended questions to try to get as many details as possible.