When handling a customer complaint, assure them you’ll fix the problem.
And here are some additional thoughts on this topic…
Customers complain for a couple reasons. One is to be heard, because they felt wronged. Another is to help you. I know it does not always SEEM like they want to help, but they do. They want you to be aware of the problem and fix it. Loyal customers want to remain loyal. To do this they need to know you’re willing to listen to them and make changes when necessary. They are giving you priceless feedback about how you and your organization do business.
So, let them know the problem will get resolved. Otherwise they have less reason to come back.
For the next week, when you are the customer, listen closely when you (or those around you) have a complaint. Listen to how the employee handles it. How often do they say the problem will be fixed so it won’t happen anymore?