Customers are the most important element of any business since they can directly attribute to your success or lack thereof. However, even the best of businesses will have unhappy customers at one point or another; what can distinguish you from the pack is how you deal with them. Here are five methods for handling customer complaints that will keep customers happy and encourage repeat patrons.


Ask How to Make Things Right
So many businesses have canned responses when it comes to handling customer complaints (such as offering a refund or taking money off a bill) but there’s not a one-size-fits-all solution for every complaint. Take initiative and show the customer you are willing to do what it takes to make things right by asking outright what you can do. Be genuine and polite and you may be surprised to find that most people don’t want much, they simply want to make their feelings known and be heard.
The Customer is Always Right…Once
It can often be difficult for businesses to know whether or not a complaint is valid; there are dishonest people who will make false claims in order to get some kind of bonus or free ride. For example, a customer may return an article of clothing to a retail store stating they changed their mind or decided they did not like it even though they may have already worn it. The store will often refund the money since there’s no way to know whether the customer is being truthful or not. That being said, take most customer complaints for face-value and adopt the adage “the customer is always right once.” You may need to implement a process or strategy to handle customers with suspicious repeat complaints.
Let Them Know you Understand
Customers like to know that businesses understand exactly why they are upset. Listen to the customer’s complaint than politely reiterate the situation to them to illustrate you fully comprehend. Being understanding is a great way to diffuse the situation with an angry customer and begin to make amends.
Respond ASAP
Delaying a response or a resolution to a customer’s complaint will likely only result in an even angrier and more resentful customer. Take the necessary steps needed to resolve the situation as soon as possible. When a business can demonstrate to a customer that they are doing everything they can to accommodate them, customers are more willing to forgive and move on.
Thank Them
It may seem odd but thank customers for their honest and direct feedback no matter what it is. Without it, you have no idea if you are delivering the experience and level of service your customers want and it provides an opportunity to improve.
Following these five simple steps can breed a loyal customer base which in turn gives you the foundation for a successful, credible business.

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Filed under: Working With Customers

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