Home   Frontline Reps   Training Guides   Customer Service Answer Guide  

Customer Service Answer Guide

How to Handle Customer Complaints

Q: Complaints are relatively common in our business, and many times customers have a legitimate gripe. What’s the best way to handle customer complaints?

A: Listen, listen, and listen some more. That’s the best way to handle complaints. Most of the time customers with a complaint simply want to voice their issue and know that it will be resolved. When listening is not enough, however, it’s time to practice your straight A’s. The straight A’s are: Acknowledgement, Apology, Affirmation, Answers, and Action.

• Acknowledge the customer complaint by repeating back what you heard and by asking confirming questions. Both techniques convey empathy and show the customer that you want to fully understand and acknowledge the issue.
• Apologize for the situation that has led to this point. But apologize for the specific problem or issue, not in general terms.
• Affirm the customer’s concern using terms like “feel,” “felt,” and “found.” For example: “I understand how you feel. I’ve had the same feeling when in a similar situation. I have found the best solution to be...”
• Answer their questions and concerns, addressing each topic individually and taking note of the responses.
• Act upon the information provided by the customer by implementing one of the alternative solutions that you provided.

Scott Nichols
Society for Human Resource Management

 

Back to Main Page

Order Now