How to deal with customer complaints

Recognise that threats to a customer’s self-esteem will cause negative emotions because they are normal people;
It is important to train the frontline staff how to satisfy customers;
Resolve the problems in early stage before it is too late;
Regard clients’ complaints as learning materials;
Ensure your senior frontline staff take the responsibility to solve the problem and are familiar with conflict resolution;
Make an apology when you are wrong, it does help solve the problem;

A five-step recovery plan if issues arise

1. Clarify the issue and apologize in order to retain the client for further corporation;

2. Listen to the client carefully, then reply to make sure that you understand the situation;

3. Resolve the problem. If can not be resolved at that moment, arrange a suitable time to solve later;

4. If you promise something to the client, then stick to it;

5. Make sure each party is satisfied on the final result and that the problem has been solved;

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