Handling Customer Complaints

Handling Customer Complaints: Shut Up and Listen

As simple as it sounds, the first, and most important, step to take when dealing with a complaining customer is to be quiet and listen.
Often customers feel the needs to vent frustration with a product or service before even considering a proactive solution. Acknowledge the customer's emotional state.

Handling Customer Complaints: Don't Take Anything Personally
NEVER argue with a customer

1.     Listen to the guest’s complaint: Treat a complaint as an opportunity, not a confrontation. Make sure to take their complaints seriously. Show that you care about the issue and want to improve the situation as quickly as possible. You want them to know that you care.

2.     Repeat the complaint back: To ensure that you understand what the complaint is and demonstrate that you understand, repeat the complaint back to the guest.

3.     Apologize for the situation: You may have to use this phrase a couple of times, "I'm sorry you're unhappy", at the start of the conversation. And a more meaningful, "I'm sorry we made a mistake", if you find you were at fault.

4.     Acknowledge how the guest feels

5.     Explain what you will do to correct the problem (sometimes a simple apology is enough; other times you must do more to counter a negative experience)

6.     Thank the guest for bringing the problem to your attention.

7.     Ask the customer: “What would you think would be fair?” or "What would be an acceptable solution to you?" or “What can I do to make you happy?”

8.     Admit your errors and solve the problem. Every business makes mistakes. You will, too.

9.     Don't take complaints as personal attacks. Just be determined to get to the root of the problem and make it better for the customer.

10.            One of the most important things you can do: If something is wrong, fix it. Give the customer a refund or replacement.

11.            Consider the potential lifetime value of the customer, not just the one-time transaction. Saving a few dollars but losing a customer or ruining your reputation is penny wise and pound foolish. By handling customer complaints well, you can turn an unhappy customer into a customer for life.