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5 Steps to Handling Complaints

Each established business has had their share of customer complaints. Knowing how to handle customer complaints properly. How you handle complaints would show how much you are genuinely interested in the welfare of your customers or clients. Here are 5 Steps to Handling Complaints.

Handling Complaints would differ per situation. The following are just a sequential way of dealing with Complaints.

  1. Listen to the concerns of the Customer and empathize – The reason a customer complains can be as complicated as payment schemes or as simple as there was no color red of this item.

  2. Think of a Solution – Different customer concerns offer different scenarios and methods of solving. Always go for “win-win” for both you and the customer. Solutions should not be because you just want to appease the customer. You, instead would want to correct a wrong that should not happen again.

  3. If the solution is doable right-away, then do it – Imagine a supermart setting, and the concern of the customer is the lack of price tags or the lack of the other variety of vegetables. This might be doable right away by helping the client determine the price. Maybe by going into the chiller or storage and see if there are other vegetables available or if the display needs restocking.

  4. If the solution is not doable right away provide for a time frame – If the solution cannot be implemented right away, then determine a time frame for when the solution may be done. For example, if the customer found out she was charged for some item she did not get. If store policy is to refund will take a day or two to process. Ask the customer if she could drop by after two days and probably offer her a discount on some other item when they come back to the store again.

  5. Provide feedback – In cases where the solution is not immediate and we cannot provide the solution within the agreed time-frame. It is always better to call the customer and inform them. These would make most customers feel that they are important to you and your business. And would most probably return for more business.


Alphonse Tan


Alphonse is a marketing person by profession and started his life's career in sales. He is an alumnus of De La Salle University in Manila with a Bachelor of Science degree in Marketing Management.

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