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Getting a call from an upset customer who is complaining about a service or product from you company can bring about feelings of nausea. But no matter how good you are at what you do, from time to time mistakes will happen and your customer won’t be happy. How do you handle that moment? Here are a few tips that will help make the experience better for you and for your client:

1.) Make sure that whoever answers the phone, email, etc. assigns the complaint to just one person who handles it from that point forward all the way through to the problem’s resolution. Think about it- have you ever called a company with a complaint only to be transferred from one person to another? You were already upset, but after multiple transfers you probably had thoughts of hurling items across the room. Of course you didn’t. (Or maybe you did. :-O ) But you at least lost any confidence that you previously had in the company. Don’t make your customers go through that. Give them one individual who will hear them out and will seek a solution.

2.) Train your staff to avoid a defensive attitude. It’s easy to say something like ‘that’s not what our product is supposed to do’ or ‘you didn’t ask for that when we talked’ and similar comments that only get the customer more agitated. Complaining customers need to feel like your staff cares that they are upset and want to make things better for them. Often there is a way to do that without pointing out who really is to blame for the situation.

3.) If you need time to examine the issue, tell them that, but tell your customer when you will call back with a response. Then stick to your promise. Don’t wait until he calls you again.

4.) Lastly, view the incident as a way to learn. Is there something you can change about your current processes so that this problem won’t arise again? Is more employee training needed in order to produce superior results in the future? Take note of what went wrong, research what has to be done to avoid it and then implement the change.

No one enjoys hearing from a complaining customer, but, alas, it’s part of business. The upside is that it can have a positive outcome if handled properly. And you even might be able to cut down on your next order of Xanax.

Photo Credit: gagilas