CUSTOMER SERVICE: 12 principles for solving customer complaints

  1. Apologize. Let them know that you’re sorry they’re unhappy.
  2. Remain positive. Don’t argue with them or sound defensive.
  3. Empathize with them. Let them know you understand how they feel.
  4. Listen. Don’t interrupt. Give them a chance to tell you everything.
  5. Ask questions. Confirm that you have a full understanding of their needs.
  6. Be an ambassador for your company. Let them know that you will personally handle this situation.
  7. Don’t blame others or pass the buck. Admit that you (or the company) was wrong. Don’t dwell on causes or excuses.
  8. Respond immediately. Do whatever you can do to get the problem fixed as quickly as possible. Delays work against you.
  9. Try to establish or maintain some rapport with the customer.
  10. Use humor when possible. Making people laugh puts them at ease.
  11. Agree on a solution. Make sure it is acceptable to them.
  12. Follow through. Make sure things get done how and when you said they would.
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