Comments on: Handling Customer Complaints In 9 Easy Steps

By: Steve W

Steve W — Sun, 07 Dec 2008 13:54:50 +0000

Cath: Spot on. I have found that once staff are equipped to handle complaints properly (and, yes, in a systemised way), and they have handled their first complaint, their self esteem rises dramatically and they have a greater sense of belonging to the company. So win win all round.

Kris: It’s a great skill, listening, isn’t it. And obviously applicable outside the business environment. Funnily enough, not many people are very good at it.

Thanks both for popping in.

By: Kris Bovay

Kris Bovay — Sat, 06 Dec 2008 20:51:42 +0000

I agree with your process steps and I’d also add that the listening step can be one of the most important steps: if your customer is unhappy, he or she needs to vent. Let them get it all out; then try to move forward.

By: Cath Lawson

Cath Lawson — Sat, 06 Dec 2008 15:45:00 +0000

Hi Stevie – This is great advice. If it’s a genuine complaint, I’d also advise having a system in place, so your staff can do something to put it right straight away. Even if it’s just giving a small gift certificate on future services or something.

It’s good to get complaints – it’s a whole heap better than having the customer say nothing to you, then tell all their friends.