What should you do when a customer complains to you about a product or service that your company provides?

Answer 1

The first thing you do when dealing with customer complaints is remember the customer identifies you with your company.

Even if your company is At Fault and the fault is totally out of your control, most customers won't see it that way. You = Your Company.

Next, you make sure you've noted the customer's name and note other details as you go along, so you don't have to keep asking them, what was your name, again? What was the product, again? and so on.

As the customer is telling you their problem, be sure to continually reassure them you're listening and taking it all in and your main aim is to resolve the problem. The customer needs to know you're on their side. Never, ever, be defensive. No matter how dumb the customer might sound, or how unreasonable, or how angry, always let them know they have a right to complain, that you're listening, and that your job is to fix things for them.

Even if after they leave, or get off the phone, you say to your colleagues, wow, that was one stupid/demanding/insane customer, while you're with the customer your only focus is on how you can help them, and letting them know this is your only focus.

Never, ever, start trying to defend the company, its service or products. Never, ever, ever, say things like, we've never had any complaints before, or, I've never heard of this problem. Be positive about your company and its products, but never in such a way as to suggest the customer is wrong to complain.

Stay reassuring and friendly, but not too friendly. Remember their name, and call them by it: yes Mr. Smith, no Mr. Smith, I understand, Mr. Smith.

How you handle a dissatisfied customer right at the start can make all the difference between a customer who ends up with a worse grievance than they started with, and a customer who goes away saying, thanks for your help, I'll wait to hear from you, then?

Always remember, the customer is always right. Just as you and your company don't sit around figuring out ways to make customers miserable, so customers don't sit around working out ways to annoy you. When they ring, or call in, they know they're right!

Remember, too, that many people are afraid of complaining, and can start out with the idea you'll make complaining difficult for them. They might sound like they own the world, and any problems with that world are all your fault, but deep down many of them have picked up the phone, or walked in, with a scared feeling that you're going to be obstructive, put them down, make things difficult for them, and - the worst of all their fears - tell them they don't have the problem they think they have. Some people are rude, or loud, or unreasonable, out of nervousness, though it mightn't sound like it.

Your job is to think of ways to fix the customer's problem, or at least to have them believe you (and therefore your company) are doing your best to fix it.

If you have to refer to other people, apologize for keeping them on hold; if you need to call them back, do so as soon as you can. Make sure they've written down your name and know how to contact you, if possible.

All in all, unless you've a complete crazy on your hands who nobody could cope with, don't let them go away mad. They need to go away feeling better than when they first met you.

Next time you talk to them, refer to your notes so they can see you remember them.

And, finally, one really important thing you can do, before you ever get to meet a customer with a complaint: get on the phone and call your company's helpline, the one you're at the end of. Check out how long you're kept on hold, whether there's annoying on-hold stuff they have to listen to, how good the menus and other directions are, and so on. These things can go a long way towards frustrating customers before they ever get to speak with you.

Many companies completely fail to check on what a customer goes through to finally meet someone they hope can help them. Make it your business to know! If a customer was feeling fairly reasonable until they tried to ring you, if they've wasted way too long trying to get through, if the menus and other phone options are confusing or (it happens!) just plain wrong, they'll be in a bad mood by the time they get to you. Understand this and deal with it.

Many companies don't want to know their complaints procedures are making customers mad, even before they make their complaint. Assure the customer you'll let those above know about problems they've encountered in this way, and then use your own judgment about whether - especially as a new employee - to tell the company about it, or to wait until you've been there a bit longer and know your way around. Whatever you decide, at least let the customer know you've heard, and intend to do something about it.

Keep remembering: the way a customer feels about making a complaint almost always comes to depend on you. Keep calm and cool, and be nice; if you keep the right attitude, you'll find you have better luck with customers than your less-thoughtful colleagues.

So, good luck! If you cared enough to ask this question, you're well on the road to being lucky with whatever work you do; I hope the next time I ring a company with a complaint, I get to speak with you!