The 8 Easy Steps to Fix Customer Complaints:
1. Say "Thank you!" Don't worry who is right and who is wrong. Be grateful they are giving you the opportunity to fix their perception about you.
2. Explain why you appreciate their comments. This lets them know you mean what you say and are not just "blowing smoke". Say something like: "Thank you for telling me about this, I am grateful for the chance to make it right."
3. Apologize! Say something like, "I'd like to apologize. I'm sorry this happened to you." or "I'm sorry we let you down."
4. Promise to fix it. Say something like, "I promise you I will take care of this right away." or "I promise to make this right."
5. Ask for necessary information. Say something like, "Would you mind if I ask you a couple of questions about this?"
6. Fix the problem! Don't hesitate; don't put them off until you have free time in your schedule. Do it now! Get the customer what they need.
7. Follow up! This is the easiest step but most often overlooked. Check back with your customer. Ask them outright if they are satisfied with how you handled it. Take the chance to thank them again for the chance to make it right.
8. Fix the root cause. Work with others in your company to make sure this doesn't happen again.
