Dealing with Customer Complaints

Written by June Hines Moore

When you see a customer approaching you with a complaining look on his or her face, it is not time to get defensive. You do, however, want to be prepared. Her are some suggestions for dealing with the complaining customer as you take steps to solve his or her problem.

Listen to the Customer

The customer’s needs must be met. It is up to us to determine the need. It may be that the customer simply needs to have his say in the matter.

From the Author In the midst of a marketplace that has abandoned its social graces, it is the responsibility of the mature Christian to act with propriety and kindness. The Etiquette Advantage teaches corporate Christians how to behave commendably, respecting their fellow workers even in the ferocious world of commerce.

Speaking is often associated with authority, while listening may be falsely perceived as a sign of subservience. It takes a sense of being in control when we can truly listen to an irate or irrational speaker.

• Continue to smile, but do not grin. Grins appear sarcastic.
• Think of yourself as calm and confident. It will show.
• Use a quiet, controlled voice.
• Accept the customer’s complaint as stated.
• Be empathetic (listen for understanding, not simply agreement or disagreement): “I can appreciate your being upset. Let me see what I can do to help.”
• Don’t interrupt.
• Ask questions to show you care. Be sure to utilize the “stop rule” – ask a question, then stop and listen for the answer.
• Write down pertinent facts and claims.
• If appropriate, admit company or personal responsibility.
• Offer a solution according to company policy if you are authorized to do so.

If all the above fails, assure the customer you will search for a solution. If possible, give a few details about steps you will take to find one.

Take Steps to Solve the Problem

• Determine the problem and cause.
• Don’t assume that all the customer’s information is fact. Do your own research.
• Present the Solution
• Go over the problem and your suggested solution with the customer.
• Seek the customer’s agreement to the solution.

Utilize “Tactful Talk”

Proper social etiquette deems that some things are better left unsaid. The same is true in business. For example, when someone asks a question to which we do not know the answer, we may be tempted to simply say, “I don’t know”; however, in business we are paid to know or find out. We need to respond honestly but in a way that maintains the customers good will.

The following responses are six examples of things not to say along with their tactful alternatives.

1. “I don’t know.”

A better way to answer would be, “I’ll find out and get back to you as soon as possible. Can I reach you at this number?” Follow up quickly.

2. “We can’t do that.”

Say something such as, “That is a difficult one. Let me find out what we can do about that.” Don’t remind the customer of what you can’t do. Repeating negatives won’t help.

If you really are unable to help, calmly explain the company policy or procedures. If possible, ask the customer what they would like for you to do. Satisfying the customer is often easier than we fear.

3. “You will have to…”

Customers do not have to do anything; they can take their business elsewhere. Say, “Here is how we can help with that” or “I will have the person in charge of that contact you. Is this the correct telephone number?” Follow up.

4. “Hang on, I’ll be right back.”

It is better to say, “It may take a minute or two. Can you hold?” Wait for an answer.

5. “No.”

The word “No” used alone is very negative. It conveys total rejection. We can usually turn any answer into a positive one, such as, “We can…no charge (or for a minimal fee).

6. “That’s not my job.”

Our job description usually does not matter to the customer. We can say, “Come with me and we will find someone who is in charge of that.”

This article is excerpted from  The Etiquette Advantage by June Hines Moore (B&H). Used by permission.