Handling complaints doesn’t have to be a battle, with the rights tools and responses you can use complaints to your advantages.
This is the cornerstones of handling a customer complaints. Yes, the customer may be lying and be incorrect about their situation. It is important to understand that your customer believes that your etablissement has wronged them.
Stop and listen to your customer’s complaint. As soon as as a customer starts to complain, we start to think of how we will respond to the accusation before we are done listening. Its called “Active listening”. Take a second and relax. On the occasion a complaining customer will be RUDE, angry, and use vulgar language, stay the course and remain calm and level headed.