How do you handle customer complaints like a pro?

Even when responding to a written complaint, such as a Google Review, I never jump in and start describing the problem as I read it. No matter how much background information I have, I ask the customer to walk me through everything that caused an unsatisfactory experience from the beginning. I do not respond until after they have said everything they feel they need to say. This serves two purposes - they know I’m listening and I know the entire issue. Then I empathize and we begin to resolve it together. Great customer service is not about changing bad customer reviews. It is about changing the problems that lead to bad customer reviews.

One thing that I have found imperative to any feedback/complaint is "listening". Sometimes, customers just want to be heard and acknowledged. Unless you understand the root cause, further diagnosis cannot be effective. Further to it, if we place ourselves in their shoes to feel how we would have loved to be treated in such situations, this can create a bond that can go beyond the current engagement.

When you actively listen to the customer complaint, you ultimately get the feedback of your services and you can understand more deeply about the quality of work customers are expecting from you. Which helps you to improvise and also to determine new operations strategies.

An apology for the situation without acknowledging liability is a good start. Here is an example I have used many times: Mr xyz, may I first of all apologise for the situation we find ourselves in. We pride ourselves on the way we do business and it feels that is not working for you. I would like to agree a solution with you. Is that ok? Then listen to the issue……

Long time boss of mine once said and he said it often" if you are going to have to give in to make them happy, don't make them mad in the process". The late W.E Gross, owner W.T. Harvey Lumber Co. People talk. You'd much rather they have something good to say than something negative in the end. Fixing a problem is the easy part, restoring a reputation takes years.

Effective complaint handling involves active listening, sincere apologies, and prompt solutions. Maintain composure, show empathy, and take responsibility. Document interactions, follow up for satisfaction, and use feedback to improve continuously.

One thing I’ve found really helpful is showing empathy while paying attention to a customer’s complaints. I acknowledge the customer’s feelings and validate their frustration or disappointment with words like, “I understand how this must be frustrating,” it further helps build rapport and trust.

Step 1 : Acknowledge the issue Step 2 : Clarify the customers understanding of the issue Step 3 : Commit to timeline to share the way forward Step 4 : Put across multiple resolution paths Step 5 : Deliver the resolution Step 6 : Confirm the resolution as per the customer understanding Step 7 : Share the RCA and steps taken to avoid similar instances again Step 8 : Thanks the customer for their patience