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I would get out a pen and paper and let them know that I am taking down all their concerns so that I can further the issue to the manager and let him know that the product/service is below customer expectations or is flawd depending on the situation.
This way the customer will know that their concerns are of utmost importance and that they were right to let us know. In the meantime, a replacement, refund, or some later date credit should be granted.
1) Listen to the negative criticism carefully.
2) Note them down.
3) See to it whether there is an opportunity to develop the product or services that you provide.
4) Discuss your suggestion and feedback regarding the improvement of your product/service.
5)Try to execute your plan to develop the aspect of your product/service.
6) Follow up with the customer and inform them about the recent improvement and the remedies done to their criticism handling them with the positive attitude.
7) Thank the customer for sharing their valuable feedback with you.
This is done with a smile and explain to the customer the benefits of the product
