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It is not easy dealing with customer complaints or customer service issues in business. Sometimes it may appear like someone is looking for trouble, but that is not always the case. In fact, complaining customers are, in most cases, simply looking for resolution to solution to a perplexing situation.

Appropriate Reactions to Customer Issues

Customer support or service issues are inevitable in business, and when they occur it is imperative to handle them appropriately. Some organization leaders have no idea how to go about handling this aspect of running a business, especially when it comes to dealing with difficult people.

Upset Customers Can Turn Into Lifetime Customers

Some customers are hard to please, but that doesn’t mean that you should let them know that. Instead, take the time to listen to their complaint and let them know you are going to handle it promptly.

If you render quality customer service and follow appropriate procedures, customer complaints should not be a frequent occurrence. When complaints do occur however, you need to stay calm, evaluate the situation and then take action.

Keep Calm During A Storm

It’s true, staying calm can be difficult in certain situations, but if you want to attain success in your endeavor doing whatever it takes to ensure customer satisfaction is essential.

There are several ways to address customer complains and ensure that your customers keep patronizing your business and not your competitor’s.

Allow the customer to present the issue without interrupting them. Make sure you do not “second guess” or attempt to cut them off. Let the customer finish presenting the problem or story before you decide how to go about handling it. It is crucial that you take the time to identify what it is the customer is upset about. Also keep in mind, it is not a personal attack on you or anyone in your company. It’s usually not about you or your staff but about the service.

Help Begins with Understanding

Next, it is imperative to acknowledge the situation and express your concern. The customer simply wants to be heard and if you let them know you understand what they have been through, the customer will be pleased. Show that you understand the customer’s frustration, and will try to seek a resolution.

Be very careful what you promise to the customer. Also, try to avoid putting the blame on someone. In addition, if you promise to find a resolution do not hand the responsibility to someone else. Be sure to handle the matter and see to it that it is resolved to the customer’s satisfaction. Passing a complaint off for another staff or employee to resolve it will probably upset the customer and not help the situation.

The Two Magic Words: Thank You

And as always, let the customer know that you appreciate the opportunity to be of service and to help resolve the issue. Remember, if the customer is satisfied with the way the issue was handled, he or she will likely tell everyone on social media, forums and even on blog posts or review sites. If they don’t have their complaint resolved satisfactorily, everyone they know will hear it as well.