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Complaints happen every day. When a customer complains, it is usually for a good reason or genuine concern. They usually have made a purchase that did not meet their expectation a product, service, or maybe a combination of the two. In the customer service industry, we cannot avoid complaints. We must take care of the customer by listening to the complaint, and resolving it, to ensure a happy customer.
Stay calm
Listen well
Acknowledge the problem
Get the facts
Offer a solution
A quick follow-up phone call a few days later to make sure everything is OK is also good.
Listen to the complaints carefully. Be a good listener.If I can do something I should be ready to walk the extra mile. But if the customer is demanding something I cannot deliver, something that is beyond my control ,and saying that to the customer would make him even more irate, it is better to escalate the case to a customer loyality manager. Someone who can do something to retain a loyal customer.
