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Nobody likes receiving complaints, but complaints are not always a bad thing as they can help you improve the standard of service. No single business in any industry can say that they have never received any complaints. If we learn to handle them correctly and professionally we can increase our customer base and revenues and turn a customer’s negative experience into a positive one.

A customer who complains encourages you to do your best and to keep your standards high. Your customers can see things that you might miss or not be aware of and every complaint will give you insight into how you can help to improve your business. Getting defensive never helps and almost always makes matters worse. This is not about who is right and who is wrong; it is about helping a disappointed customer and keeping their business. Remember to keep things on a professional level at all times.

Only 5% of disgruntled customers ever make their dissatisfaction known to the average business and a large portion of them will not visit or buy from that business again. Almost three quarters of customers that complain will continue to do business in your establishment if that complaint is resolved and almost all will if that complaint is handled swiftly and professionally.

A study by the US News and World Report showed that 68% of customers would not return to an establishment due to an attitude of indiffence towards them by employees and 14% due to product dissatisfaction, so it is well worth keeping your clients happy.

10 COMMANDMENTS FOR COMPLAINT HANDLING

1. Always be polite

2. Listen attentively and do not interrupt

3. Never make excuses, blame someone or something else, argue with the guest, or raise your voice

4. Apologise but do not try to justify the situation

5. Reiterate the problem to the guest to ensure full understanding

6. Offer options to solve the problem. Agree a course of action with the guest

7. Deal with the situation immediately and efficiently

8. Thank them for bringing the situation to your attention

9. Always ensure that your guest is totally satisfied with the situation

10. Always inform a manager of important issues Finally… never, ever take a complaint personally.