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Ten steps to help you handle complaints

Customer complaints are inevitable from time to time. But how you deal with them is crucial. Get it right and you could actually win over an unhappy customer. Darren Young outlines the ten steps to successful complaint handling. 

  1. Learn how to listen
  2. Don't get protective
  3. Show understanding, offer to help
  4. Get all the information — ask questions
  5. Find out what the customer wants
  6. Explain what you can do — manage expectations
  7. Discuss the alternatives
  8. Suggest other ways you can help
  9. Keep your promises
  10. Follow up on all your complaints

More on handling customer complaints:

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