{"id":76765,"date":"2020-08-03T11:08:57","date_gmt":"2020-08-03T11:08:57","guid":{"rendered":"https:\/\/intelligentbee.com\/blog\/?p=76765"},"modified":"2025-08-22T10:22:26","modified_gmt":"2025-08-22T10:22:26","slug":"11-tips-on-how-to-handle-customer-complaints","status":"publish","type":"post","link":"https:\/\/intelligentbee.com\/blog\/11-tips-on-how-to-handle-customer-complaints\/","title":{"rendered":"11 Tips on How to Handle Customer Complaints"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Not all customer complaints point to a valid issue. Not every piece of criticism contains insight. But they all come from your customers, whose approval is imperative to the growth of your business.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Now more than ever, public image matters. Social media and the internet make it easy for customers to voice their dissatisfaction and use the reviews of others to determine where their money is best spent.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Regardless of how well you run your business, there will always be the occasional negative feedback. It\u2019s how you deal with it that counts. With the right strategies and tools, you can turn even the worst situation into an opportunity. Here are 11 tips on how to handle customer complaints.\u00a0<\/span><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_68_1 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title \" >Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/intelligentbee.com\/blog\/11-tips-on-how-to-handle-customer-complaints\/#Stay_Calm_and_Listen\" title=\"Stay Calm and Listen\">Stay Calm and Listen<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/intelligentbee.com\/blog\/11-tips-on-how-to-handle-customer-complaints\/#Look_for_Value\" title=\"Look for Value\">Look for Value<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/intelligentbee.com\/blog\/11-tips-on-how-to-handle-customer-complaints\/#Record_and_Analyze\" title=\"Record and Analyze\">Record and Analyze<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/intelligentbee.com\/blog\/11-tips-on-how-to-handle-customer-complaints\/#Know_Thy_Customer\" title=\"Know Thy Customer\">Know Thy Customer<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/intelligentbee.com\/blog\/11-tips-on-how-to-handle-customer-complaints\/#Blame_Appropriately\" title=\"Blame Appropriately\">Blame Appropriately<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/intelligentbee.com\/blog\/11-tips-on-how-to-handle-customer-complaints\/#Transfer_with_Reason\" title=\"Transfer with Reason\">Transfer with Reason<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Stay_Calm_and_Listen\"><\/span><b>Stay Calm and Listen<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Let\u2019s start with the basics.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">There will certainly be times when it\u2019s easier said than done, but you should always stay calm when dealing with a complaint. It helps to remember that you probably aren\u2019t at fault for the issue being raised, and that the customer is likely highlighting previously unforeseen room for improvement.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Moreover, you (at least in that moment) are the face of your company. Your reaction will determine what the customer will say about the business when they leave and whether they\u2019ll ever come back. Your best bet is to listen. Ask them to explain the problem and simply let them vent without judgement. This will naturally calm them down.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Show genuine interest in solving the problem and try to see it from their perspective. Don\u2019t forget to tell customers that their feedback is appreciated.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Look_for_Value\"><\/span><b>Look for Value<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">A complaint &#8211; even when it\u2019s packed into a raging ball of fury &#8211; should never be dismissed as nothing more than a sum of its parts. There\u2019s almost always some genuinely useful insight to consider. Keeping this in mind can provide a helpful boost of enthusiasm when it comes to solving problems with customers.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Record_and_Analyze\"><\/span><b>Record and Analyze<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Okay, so you have some insights. Now what?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s a good idea to start collecting meaningful complaints and putting them into categories. For instance, a software developer can compile feature requests to determine what should be prioritized in the next update. You can also build on the information by using it to create a survey. The point is to derive as much value as possible from the data.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Know_Thy_Customer\"><\/span><b>Know Thy Customer<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">There are different types of complaining customers. Some are meek and conflict averse, leaving it up to you to inquire and get to the heart of the issue. Others are more aggressive and require a firm politeness to move past. Then there are chronic complainers, who may test your patience a little.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Consider writing up a list of \u201ccustomer archetypes\u201d with explanations on how to deal with each one. This is particularly useful if you have new service reps who aren\u2019t sure on how to handle certain people.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Blame_Appropriately\"><\/span><b>Blame Appropriately<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">It goes without saying that aggression should be avoided when dealing with customers in any situation. But more passive forms of aggression aren\u2019t always easy to keep at bay.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Deferment of blame is a common example that manifests itself in statements like \u201cI\u2019m sorry to hear about your problem.\u201d These dismissive phrases tend to only infuriate the customer more.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Apologies are an important part of customer service, but the blame should be pointed in an honest direction. If the company is at fault, then say so. If the customer is to blame, then apologize for the problem without forgetting to provide a solution.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Transfer_with_Reason\"><\/span><b>Transfer with Reason<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Customers need to be assured that their time isn\u2019t being wasted. Telling them to hold while you transfer their call is the opposite of that. You need to let them know <\/span><i><span style=\"font-weight: 400;\">why <\/span><\/i><span style=\"font-weight: 400;\">they must wait for their problem to be solved by someone else.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A simple \u201cI\u2019m going to set you up with an expert on this type of thing to get this sorted out right away.\u201d will suffice.\u00a0<\/span><\/p>\n<h3><b>Ask Questions<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Being genuinely curious about the customer\u2019s problem shows that you care. However, not all questions have a positive outcome. Let\u2019s say that you\u2019ve just addressed a complaint and you\u2019re ending the conversation. Which of the following options would you choose?<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Are there any other problems?<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Is there anything else I can assist with?<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">The second option conveys that you\u2019re willing to address anything else they need, while the first option is more akin to asking for a negative outcome. Number two is the way to go.\u00a0<\/span><\/p>\n<h3><b>Value Your Time<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">A customer with a feature request probably won\u2019t mind if their email is answered the next day. A customer with a complaint wants a response yesterday. Make sure that they\u2019re the priority.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">There are several ways to improve your response times, including setting up automated (canned) replies to common issues. And if you do happen to reach inbox zero, a little follow-up message or two can make all the difference.\u00a0<\/span><\/p>\n<h3><b>Verify<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">On that note, don\u2019t forget to verify whether the resolution to a complaint was successful. There could be a customer on the other side who\u2019s still pulling their hair out. Knowing that the problem is solved gives you the confidence to move on.\u00a0<\/span><\/p>\n<h3><b>Show Genuine Respect<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Customers want you to speak to them like regular people. They don\u2019t want to be treated like corporate drones.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To show respect is to show that two human beings are taking part in the conversation. That said, there\u2019s a fine line between a friendly casual exchange and pandering through pleasantry. A complaining customer doesn\u2019t want happiness shoved down their throat. Keep it calm without being obnoxiously bubbly and cheery.\u00a0<\/span><\/p>\n<h3><b>Leave a Lost Cause Be<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">At the end of the day, there\u2019s only so much you can do. Exceptional service can win a customer back, but not always. When an unhappy customer already has one foot out the door, rather let them have it their way.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Keep the above information in mind when developing your strategy for dealing with customer complaints. Knowing how to respond will go a long way in helping you efficiently and effectively resolve any issues.\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Not all customer complaints point to a valid issue. Not every piece of criticism contains insight. But they all come [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2121],"tags":[],"yst_prominent_words":[2317,2334,2333,2331,2330,2329,2328,2327,2324,2319,309,2165,1089,1029,727,476,455,439,330,329],"post_mailing_queue_ids":[],"_links":{"self":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts\/76765"}],"collection":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/comments?post=76765"}],"version-history":[{"count":4,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts\/76765\/revisions"}],"predecessor-version":[{"id":133522,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts\/76765\/revisions\/133522"}],"wp:attachment":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/media?parent=76765"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/categories?post=76765"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/tags?post=76765"},{"taxonomy":"yst_prominent_words","embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/yst_prominent_words?post=76765"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}