Complaint handling 101

A complaint is a gift

• You have a chance to solve the customer’s problem

• You may build trust • You learn something about your

product or services

Complaints are everybody’s

concerncustomer Service

R&Dwarehouse

FinanceMarketing

Product Management

- not just customer service’s.

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Make it easy to complain

• be available at customer-friendly times

• publish phone number and email address

• no forms to fill in • no interrogation

Do not disturb!

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Be fastMost customers expect a fast answer • phone: call back within 1 hour • email: maximum 1 day

(trend: 1-4 hours)

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Listen carefully

„Most people do not listen with the intend to understand, they listen with the intend to reply.“ Stephen Covey

- pay attention to the customer.

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Say „Thank you“

and „I am sorry.“

and show that you value the customer and the complaint.

Don’t bother finding out whom to blame.

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Understand the customer’s

expectations

Else you won’t be able to find a solution, which is acceptable for both sides.

Find a solutionThe most important needs of a complaining customer are: • justice • get control of his situation • regain self-esteem

Pay attention to this when you look for a solution.

Learn about• the limitations of your product • the expectations of your

customers • how they use your product • what you can improve

Learn the complaint 101

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