{"id":122,"date":"2020-02-26T20:23:18","date_gmt":"2020-02-26T20:23:18","guid":{"rendered":"https:\/\/dev.botsify.com\/blog\/?p=122"},"modified":"2020-06-24T12:00:54","modified_gmt":"2020-06-24T12:00:54","slug":"top-6-tips-for-dealing-with-customer-complaints","status":"publish","type":"post","link":"https:\/\/botsify.com\/blog\/top-6-tips-for-dealing-with-customer-complaints\/","title":{"rendered":"Top 6 Tips for Dealing with Customer Complaints"},"content":{"rendered":"<p>Whether you\u2019re working for a business or own one, customer service is your job. That means you will inevitably deal with customer complaints. Encounters with customers ready to fly into a rage are never fun. Unfortunately, they can\u2019t be avoided.<\/p>\n<p>How do you handle bad-tempered customers or even nice ones when they bring complaints to you? Read these <a href=\"http:\/\/www.abetteranswer.com\/\">answering service<\/a> tips to find out.<\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_69_1 counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title ez-toc-toggle\" style=\"cursor:pointer\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #fee22e;color:#fee22e\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #fee22e;color:#fee22e\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 eztoc-toggle-hide-by-default' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/botsify.com\/blog\/top-6-tips-for-dealing-with-customer-complaints\/#Handling_Customer_Complaints\" title=\"Handling Customer Complaints\">Handling Customer Complaints<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/botsify.com\/blog\/top-6-tips-for-dealing-with-customer-complaints\/#1_Listen_to_the_Customer\" title=\"#1: Listen to the Customer\">#1: Listen to the Customer<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/botsify.com\/blog\/top-6-tips-for-dealing-with-customer-complaints\/#2_Confirm_What_You_Heard\" title=\"#2: Confirm What You Heard\">#2: Confirm What You Heard<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/botsify.com\/blog\/top-6-tips-for-dealing-with-customer-complaints\/#3_Thank_the_Customer\" title=\"#3: Thank the Customer\">#3: Thank the Customer<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/botsify.com\/blog\/top-6-tips-for-dealing-with-customer-complaints\/#4_Offer_a_Solution\" title=\"#4: Offer a Solution\">#4: Offer a Solution<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/botsify.com\/blog\/top-6-tips-for-dealing-with-customer-complaints\/#5_Follow_Up\" title=\"#5: Follow Up\">#5: Follow Up<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/botsify.com\/blog\/top-6-tips-for-dealing-with-customer-complaints\/#6_Organize_and_Record\" title=\"#6: Organize and Record\">#6: Organize and Record<\/a><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Handling_Customer_Complaints\"><\/span>Handling Customer Complaints<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<h3 id=\"listening\"><span class=\"ez-toc-section\" id=\"1_Listen_to_the_Customer\"><\/span>#1: Listen to the Customer<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>When a customer comes to you with a complaint, the best thing you can do is listen. Let them air their frustrations and annoyances. Above all, let them finish. Interrupting them mid-complaint will never be constructive.<\/p>\n<p>Most unhappy customers fall into one of three categories.<\/p>\n<p>1. They are afraid to say something and fear you might not listen.<br \/>\n2. They feel they have been wronged and aren\u2019t sure if you care.<\/p>\n<p>3. They know they have been wronged and want you to fix it.<\/p>\n<p>No matter how mild-mannered or angry a person may be, make it a rule to listen. You will earn their trust and gain their appreciation.<\/p>\n<h3 id=\"Heard\"><span class=\"ez-toc-section\" id=\"2_Confirm_What_You_Heard\"><\/span>#2: Confirm What You Heard<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>After the customer has finished speaking, confirm what you heard them say. Restating what you understand is<strong> critical<\/strong>. This process shows the customer that you weren\u2019t just waiting until they finished talking. It shows them that you actually listened.<\/p>\n<p>Start with, \u201cSo what you\u2019re saying is\u2026\u201d and end with, \u201c\u2026 Is that correct?\u201d Here are some examples.<\/p>\n<p>A complaint about a sale: &#8220;So what you\u2019re saying is that an employee told you the sale ran through the end of the week even though it ended today. Is that correct?\u201d<\/p>\n<p>A warranty frustration: \u201cWhat I hear you are saying is that you understood the warranty covered your broken item. Is that correct?\u201d<\/p>\n<p>Fact-checking for correct understanding goes a long way in helping ease tension, frustration, and ensures you have the situation correct.<\/p>\n<h3 id=\"Thank\"><span class=\"ez-toc-section\" id=\"3_Thank_the_Customer\"><\/span>#3: Thank the Customer<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Many complaints never reach you. Customers will often tell their Facebook friends and Twitter followers about a negative experience before they come to you.<\/p>\n<p>Why does this matter? It turns others away from coming to your establishment. You won\u2019t know about the problem. And you could lose a customer for life.<\/p>\n<p>So:<\/p>\n<p>If a customer comes with a legitimate problem, thank them! They\u2019ve allowed you to turn a negative situation into a positive experience.<\/p>\n<p>Handling an issue well encourages most customers to return. They\u2019ll even tell others how you dealt with the situation, which leads to more people coming to your business. Get the picture?<\/p>\n<p>Thank them for bringing the issue to your attention. By doing so, you\u2019ve been alerted to a problem you can fix.<\/p>\n<h3 id=\"Offer\"><span class=\"ez-toc-section\" id=\"4_Offer_a_Solution\"><\/span>#4: Offer a Solution<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Customers complain so a problem can get fixed. This is where your cool head and level thinking come into play. If you can solve their issue within reason and in compliance with your company\u2019s policy, by all means, do so! Turning a disgruntled customer into a happy one produces a customer for life.<\/p>\n<p>If you need to hand off the customer to a manager, explain what you\u2019re doing and why.<\/p>\n<p>Explain:<\/p>\n<p>1. It\u2019s in their best interest to get a manager.<br \/>\n2. You are trying to solve their issue but don\u2019t have enough clearance.<br \/>\n3. You earnestly want to help them, and talking with a manager is the best way to do it.<\/p>\n<p>By explaining the process and why you\u2019re handing them off, they won\u2019t feel like you\u2019re dumping their issue on someone else and running away.<\/p>\n<h3 id=\"Follow\"><span class=\"ez-toc-section\" id=\"5_Follow_Up\"><\/span>#5: Follow Up<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>After you\u2019ve solved the problem, where possible, follow up with the customer.<\/p>\n<p>&#8211; Send an email asking if they are satisfied with the solution.<\/p>\n<p>&#8211; Make a call if the situation warrants it. Ask them if you can do anything else and thank them for their business.<\/p>\n<p>Small gestures go <strong>a long way<\/strong> in retaining customers and reinforcing positive experiences.<\/p>\n<h3 id=\"Organize\"><span class=\"ez-toc-section\" id=\"6_Organize_and_Record\"><\/span>#6: Organize and Record<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>For all legitimate complaints, organize and record them. If there\u2019s a trend, you\u2019ll be able to see it quickly. If multiple claims are coming in about one of your staff, it may point to a problem.<\/p>\n<p>Keeping a record will help you analyze your business and adjust where necessary. Keep a record of how you solved problems, as well. Documentation is always beneficial should a customer bring up a prior complaint.<\/p>\n<p><strong>Are You Ready?<\/strong><\/p>\n<p>As you can see from this article, handling <a href=\"https:\/\/www.abetteranswer.com\/blog\/how-to-handle-customer-complaints-the-right-way\">customer complaints<\/a> can be accomplished efficiently and professionally. By listening, recognizing the issue, and doing what you can to satisfy your customer, you can quickly turn a negative situation into a positive experience.<\/p>\n<p>Are you ready for the next customer complaint that comes your way? Be sure to save this article for future reference!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Whether you\u2019re working for a business or own one, customer service is your job. That means you will inevitably deal with customer complaints. Encounters with customers ready to fly into a rage are never fun. Unfortunately, they can\u2019t be avoided.<\/p>\n","protected":false},"author":16,"featured_media":123,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[73],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Top 6 Tips for Dealing with Customer Complaints - Botsify<\/title>\n<meta name=\"description\" content=\"Are you tired of listening customer complaints? Let&#039;s deal with it and try to overcome customer complaints by using these tips. 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