How To Handle Customer Complaint Calls And Emails

 

If you are in business, it’s inevitable that at some point in time, you will deal with an unhappy customer. I have had clients use a three question formula that works extremely well. You can ask these questions and solve the problem whether you are communicating in person, over the phone, or by email.

The Three Important Customer Service Questions:

1. What happened?

2. What was supposed to happen?

3. How can I make it right?

 

It’s that simple. If you care, and you are empowered to make things right, asking those three questions should fix almost any customer problem. It’s important to let the customer do most of the talking and regardless of what the resolution is, make sure they know that they aren’t just a number, that you really and truly care.