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 answer or comments to these questions.

What is the best way to handle a customer complaint?

There are entire books written with numerous techniques on how to handle 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, which is to re-establish the customer’s confidence.

My simple formula has three parts:

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

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 that is constantly having problems, the above formula will help re-establish customer confidence most of the time. Their trust in you will get them to come back, and their trust will grow when you can take a bad situation and turn it around for them (and for you)!

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

Shep Hyken, CSP, CPAE is a professional speaker and Wall Street Journal best-selling author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: http://www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (http://www.TheCustomerFocus.com).

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