Tips for Handling Customer Complaints

No matter how much of an effort you put forth to prevent it, your business is, at one time or another, going to receive some complaints from customers. But according to today's Tools and Tips article on NFIB.com, you can turn the complaint into an opportunity to exceed customer expectations—and maybe even strengthen their loyalty to you—by following six steps:

1. Act fast: The sooner you respond to the complaint, the better.


2. Listen and learn: Show understanding and concern by listening with an open mind, taking notes and asking questions.


3. Apologize: You don't have to agree with a customer to emphasize with them or show regret for their displeasure.


4. Stay cool: Resist the urge to raise your voice in a heated conversation or return a nasty e-mail with a sarcastic reply.


5. Make it right: Apply company policies to the situation and make adjustments when reasonable.


6. Follow up: While the complaint may have stemmed from a rare, isolated incident, figure out what you can do to keep it from happening again.