Handling Customer Complaints

Information and advice on how to handle and respond to customer complaints.

First class customer service should be an objective of any reputable installation company. However whether you’re a small or large business, you’re likely to have to deal with a client complaint at some point.

Receiving a complaint is not always a reflection on your business approach - however how you deal with the complaint and your approach to solving the problem is important to the reputation of your business.

Pleases see our top tips below to help you offer the best practice response should youhave to deal with a client complaint.

  • Tip 1: Listen - let the person at the other end of the complaint be heard. Often this is their primary need; they need to get the frustration they have heard by somebody.
  • Tip 2: Separate what the person is complaining about from what they are now requesting – handling the complaint and the request are two different issues.
  • Tip 3: Don’t promise anything you can't deliver – in the eyes of the person complaining you or the company may have already failed. Don't add to the problem by promising something you can't deliver.
  • Tip 4: Try to understand what the person wants – you will not know what your options are until you know what the person is expecting. You are not agreeing any action at this stage, you just need to understand what the person is requesting.
  • Tip 5: Be Positive – try to take an optimistic approach to the problem and focus on what you can do to help rather than what you can’t do.
  • Tip 6: Once you receive a complaint don’t leave it. Reply to the letter/e-mail or telephone call as soon as possible to show the client you are serious about addressing the complaint.
  • Tip 7: At the end of your contact with the customer ensure the next action is agreed with the caller – written down and followed through.
  • Tip 8: If you’ve tried to resolve the problem without success, it might be time to call in a third party such as a legal adviser who can offer more impartial advice and a new perspective on the problem.