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Problem Customers
Don't Interrupt Complaints, Note the Main Points, Tell Them You Are on Their Side, Focus on the Solution.

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See Also: > Skill & Motivation

Don't Interrupt Complaints

1. Let the customer know you are prepared to listen.
2. Only interrupt to clarify points.
3. Always sound interested and attentive.
4. Reason: Customers who call to complain have something they want to get off their chest. Let them. Demonstrate you are prepared to listen and they will be reassured.

Note The Main Points

1. Write down all the relevant points of the complaint.
2. As you note each point, don't argue, or defend your position.
3. Clarify any points you're unsure of.
4. Restate the complaint to check you have it right.
5. Reason: Make sure you clearly understand the problem, so you can resolve it. Your objective is customer satisfaction, not winning the arguement.

Tell Them You Are On Their Side

1. Don't get personally involved.
2. Even if you don't agree, acknowledge the customer complaint; eg. "I can see how that must have been very upsetting for you".
3. Let the customer know you want to resolve the issue as much as they do.

Focus on Solution

1. When the anger has settled, thank the customer for bringing the complaint to you; eg. "Thank you for that. Feedback like this helps us to improve our service".
2. Work with the customer in resolving the problem; eg. "What can we do to ensure this doesn't happen again?".
3. Offer alternatives, if you aren't able to do exactly as the cusomer wishes.