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.