by Lisa Mazurek

Created on: June 05, 2009   Last Updated: April 03, 2012

Every business has complaints from time to time. A customer may complain about defective merchandise, poor customer service, slow delivery or incorrect billing. When handling a customer's complaint you should consider it an opportunity to build trust and ensure future business.

There are three rules to follow when handling customer's complaints. The first rule is to let the customer explain what the complaint is about and don't interrupt. The second rule is to ask questions, examine merchandise or work performed and examine the register receipt. Third rule is to make the adjustment if there is a need for one. This will depend on your company's policy.

There are times when complaints are not solved easily. For this situation, never argue with the customer. Arguing does not solve anything. In fact, it will probably make things worse. What you need to do is ask the customer what will help to resolve the matter. Once you ask, most customers will cool off because they know you can see it their way. So, to avoid loosing the customer make that adjustment if an adjustment is necessary.

Loosing customers can be very costly to a business. It takes only one unhappy customer to badmouth your business or name. To avoid this try and resolve the problem. Hopefully you can find a solution that will make your customer happy.

Some other ways to handle complaints is to treat every complaint as an important one. It may not be important to you but to that customer it is very important. Complaints should be handled in a timely and efficient manner. Always be professional and courteous. You want that customer to be happy. Always ask the customer if they are pleased with the way the problem was handled. If so, your chances are good that the customer will return.

In the service industry where we have employees performing work. It is the manager or owner's job to oversee the work being done. Doing this should eliminate complaints. It will also save you money and time in rework. When there is no one to oversee the work being done, you could get a complaint from your customer. You should handle it immediately by speaking to your employee by phone or going there in person. This will build trust with that customer.  

With all the possible complaints that can come up in business. You need to treat every complaint as an important one. Handle them with the same three rules as I mentioned earlier. This will hopefully help you with any complaints in the future.

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