Customer Service Training Tip – FAQ #6 Handling Customer Complaints

This is the sixth in a series of ten frequently asked questions and answers about customer service. Please feel free to share your solution or comments on these questions.

What is the best way to handle a customer complaint?

There are books written with numerous techniques for handling customer complaints. Still, I have a quick answer. What you do to fix a customer’s problem or complaint is not as important as the ultimate goal: re-establish the customer’s confidence.

My simple formula has three parts:

1. Fix what needs fixing. As long as it is fixed, it really doesn’t matter.

2. Do it with the right attitude: one with ownership and accountability.

3. Do it fast. Urgency is of the utmost importance.

As long as you are not a company or organization constantly receiving customer complaints, the above formula will help re-establish customer confidence most of the time. Their trust in you will get them to return, and their faith will grow when you can turn a bad situation around for them (and for you)!

Please share with us your answer or comments to the above question. Thank you!

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

(Copyright ©MMXII, Shep Hyken)