Learn how to handle customer
complaints the right way and turn a bad experience into one
that will result in a long lasting customer relationship.
How to Handle Customer Complaints
Not everyone that deals with your firm is going to be
happy with your product or service. Handling customer
complaints properly can help you deal with the issue at
hand, while giving you the opportunity to retain the
customer. Before you deal with a customer whose expectations
were not met, consider these steps to resolve matters in a
1. Give your staff the authority to deal with the customer’s
Since you know that some customers will complain, teach your
staff how to deal with common situations appropriately. If
the concern is a relatively minor one, allow them to deal
with it promptly by offering a refund or replacement as
2. Listen to the customer’s concerns carefully
All customers want to feel that they are being listened to
and that their concerns are being taken seriously. Allow the
customer to explain what the issue is without interrupting.
If the complainant feels that his or her concerns are not
being taken seriously, it will only serve to escalate the
3. Empathise with the customer
When you and your staff use words like, “I see” and “I
understand” it shows the customer that you are on his or her
side. The situation is diffused from one where you and the
customer are at odds, to one where you can start to work on
a solution that makes sense to both of you.
4. Apologise for the inconvenience
An important part of making the other person feel that his
or her concerns are being taken seriously is to apologize
for the inconvenience and any loss the customer has
experienced in dealing with you. If you have listened
carefully and apologised sincerely, it will help the
customer to move past being annoyed and will help in moving
positively to the next step in dealing with a customer’s
5. Offer a solution to the issue
If the customer received a defective product or wasn’t happy
with the service he or she was given, determine what you, as
a business owner or manager, needs to do to make it right in
the customer’s eyes. This does not mean that a customer with
an unjustified complaint should hold your business hostage.
When dealing with customer complaints, your efforts should
be directed to understanding and empathy. You then need to
find a solution to the issue. Keeping these three goals in
mind will help you to resolve the problem effectively.
More tips on how to handle customer complaints:
The 3 Things Complaining Customers Fear Most
by Guy Winch Ph.D.
Service recovery encounters can be better managed by
understanding the mindset of complaining customers.
6 Reasons Why Complaining Customers are Golden
by Kevin Wirth
Kevin Wirth explains why we should regard customer
complaints as opportunities.
Handle Customer Complaints
by Kevin Stirtz
Here are a few rules to follow when things don't go right
How to Turn Customer Service Complaints into Profits
by Robert Moment
Boost your profits by dealing with complaints positively.
Your Customer’s Complaints
by Dave D’Arcy
Improve your service by welcoming your customer's concerns.
Complaints Are Actually A Good Thing!
by Diane C. Hughes
Diane tells us why complaining customers are good for
Managing Caller Hostility on a Customer Complaint Hotline
by Larry Pfeil
Complaints can be good for you, but first you must learn how
to handle them.
Learning from Your Employees' and Customers' Complaints
by Etienne Gibbs
A manager's guide to listening and learning from customer
With Customer Complaints - B.L.A.S.T
by Albert Barneto
Try using this simply method to difuse angy clients, it's a
Hit The Jackpot With Customer Complaints
by Allyn Cutts
Learn why complaints are golden and can how they can
actually help your business succeed.