A Quick Way to Handle Your Client's Complaints

The 3 R’s to Handling Customer or Client Complaints
By Tom Borg© 2010
Here is a quick way to handle your customer and client complaints.
1. Respect. Actively listen and avoid using the word “but. Get and use the customer
or client’s name. Ask open-ended questions, and, if possible, take notes. Use empathy to
show your concern.

2. Rapport. Apologize for any trouble that the person experienced. Thank the
person for bringing it to your attention. Use more empathy statements (as
needed).

3. Resolve. Ask what action the customer would like you to take. Take the
appropriate action and follow up. Do something a little bit extra for that person.