How will you respond a complaints



Complaints is a statement that something is unsatisfactory or unacceptable. Here complaints may be provided by a customer


 

Best 6 ways to respond complaints:

 



a. Listen to or read the customer's complaint.
When you have a customer complaint, your first job is to listen to the issue and focus on what your customer is experiencing. Regardless of whether the complaint is over a price increase, a bad meal, or a service outage, your customer is reaching out to you to express their frustration.

b. Take a moment to process the criticism.
Some feedback can hit hard. It's not easy to acknowledge that you let a customer down, but getting to the root of the problem is an essential step to properly handling their complaint. If you get this feedback online — such as an online review or through social media — you have some time to understand where the customer is coming from.
Use this as an opportunity to reflect on what went wrong.

c. Determine what action you'll take to address the problem.
Consider setting up an action plan for commonly occurring customer complaints, that way you'll know how to solve an issue almost immediately after listening to the details behind it. However, as you're well aware, sometimes a complaint comes completely out of left field and you're not sure what to do. If you need some time to think about the best course of action, be honest with your customers.

d. Thank the customer for their feedback.
The first thing you should say when responding to a customer complaint is "thank you for letting me know." We've harkened back to this idea a few times, but it's important — the majority of customers who have complaints with your business just want to be heard and acknowledged.
Even if the customer's comments don't make you feel good in the moment, you should still thank them for their insight.

e. Apologize and reiterate your understanding of the issue.
Immediately after thanking the customer, you should apologize for what happened and express empathy by explaining your understanding of the situation. This will let your customer know that you've taken the time to truly listen or read their complaint.
Plus, restating the issue can help you ensure you did not misinterpret what happened.
 





 

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