Resolving Customer Service Complaints

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  • 0:03 Importance of…
  • 1:07 How to Resolve Complaints
  • 1:30 Step-by-Step Example
  • 3:25 Lesson Summary
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Lesson Transcript
Instructor: Tara Schofield
Turn your complaining customers into raving fans! Use the examples, suggestions, and steps in this lesson to create a plan to resolve customer service complaints.

Importance of Resolving Complaints

Regardless of what business you are in, having customers is critical to your success. You can have the best idea or best products and services, but if you don't have customers to buy from you, your business will fail. Unfortunately, many companies fail to create sound policies for handling customer service complaints because it seems negative and difficult. However, properly handling customer service complaints can be a very positive move for your business.

One way to keep customers is to have a system to resolve customer service complaints. You need to have a plan and key actions that can be taken to handle customer problems and ensure the customer is happy when his or her concerns are resolved. If customers have problems that are not resolved, they may never do business with you again. This not only hurts your business financially, but can hurt its reputation when the unhappy customers tell friends and family about their experiences.

However, when customer service complaints are effectively resolved, it can help strengthen the relationship customers have with your business - they feel appreciated and their trust grows.

How to Resolve Customer Complaints

There are some simple, straight-forward steps to resolving complaints made by customers:

  1. Listen to their problem
  2. Empathize with their situation
  3. Be sure to ask how the customer would like the situation resolved
  4. Make and execute a plan to resolve the customer's complaint
  5. Follow up to ensure the customer is satisfied

A Step-by-Step Example

You have recently opened a small luxury boutique hotel. You've always enjoyed traveling and are excited to be involved with the hospitality industry. As a result of your travels, you have seen plenty of examples of bad customer service and are determined to set a very high standard at your hotel.

After being in business for about three months, you receive your first complaint. Your customer felt the room wasn't as clean as could be expected, and he didn't have enough linens in the room. He also complained that the night clerk was rude when he called down for more towels the night before. While you're disappointed to hear of this customer's complaints, you feel his complaints were not as significant as he was making them. You could blow off the complaints and assume the man was just a cranky, difficult person. Instead, you decide to do all you can to resolve his complaints.

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