Here is your Daily Dose of Amazing Service:
When handling a customer complaint, let them vent.
And here are some additional thoughts on this topic…
When you deal with a customer who is complaining (or as I prefer: “offering feedback”) often they’ll be angry. And even if they’re not visibly upset, they still want to have their say. They want to tell you something they feel is important. So let them.
Don’t interrupt. Don’t explain, defend or justify. They don’t care why the problem occurred and they don’t want your side of the story. They are angry and they want to vent. Give them space and time to do exactly that.
Remember most customers will never give you feedback. They’ll leave and not come back. If someone gives you feedback it’s because they want to help you improve your business. Sometimes the price for this is to put up with a little venting. But it’s a good deal.
As you work with customers who are complaining, make a mental note of how you handle these situations. And pay attention to how you feel during them. Then remind yourself, it’s feedback, it’s necessary and it’s not personal.
{ 2 comments… read them below or add one }
I get a few of these every now and then, and I rather enjoy them. They would call in yelling, kicking, and breathing fire. And once it’s out of their system, they are a different person which is easier to assist. Sometimes, it’s not my service that got them so edgy, but it was a different source of frustration that spreaded. I’m glad they took the time to call and complain because it tells me they like my service enough to complain (rather than find an replacement), and give me a chance to take action to address a problem.
Yes – it’s important to remember that they will not remain angry and they’re not necessarily angry at us. By letting them vent you help them get through it.
Thanks for reading Anh!
Kevin