Register now or log in to join your professional community.
Your approach and actions will vary based on what position you are in the company and in what function. A sales contact would handle it completely different from that of customer service or for that matter a senior executive himself for some reasons.
But in general, one has to clearly understand the complaint first, work internally on what actions can be taken to rectify if this is a genuine complaint.
But before all that, the first and foremost thing is to acknowledge, then apologize to the customer and let them know that you will revert with a timeline.
first and fore most It is important for me to identify the problem due to which the customer is unhappy.
2ndly, I need to genrate possible alternatives to resolve the problem
3rdly, I should evaluate & select an appropriate alternative ( solution ) that suits to the customer needs & wants
Last but not the least! Impliment the solution as quickly & as efficiently as possible