4 techniques on how to handle complaints

Sooner or later, everyone has to face complaints and conflicts – no matter if it is an upset customer, family member, friend or partner. We can help you with this. There are techniques that you can use to respond to complaints and conflict before they actually occur. You will probably be more comfortable initially with some of them than others; this is natural. But as you continue to grow as a problem-solver, keep all of these in mind so that you have the resources you need to effectively handle conflict and complaints.

Get to it first

Imagine you are working in an organization where certain aspects are repetitive. By the time you’ve been presenting something a while to the same types of costumers, you’re going to get a feel for what the common complaints are. When you do receive them, be sure to note them down. Then you can adapt your presentation to include your responses to those common complaints for the next time that you have to present.

Silence is golden

Another tip is to pay attention on how quickly you respond – and often in a defensive way. You can actually often let the other person resolve his or her own complaint or concern if you simply do one thing: pause. You can let the person know that you are listening by your facial expression, but try to remain silent for at least five seconds.

Thank them

When customers make a complaint, they are actually sharing their point of view with you. Don’t negate their point of view or get defensive. Thanking the customers for making their point will set the tone for the rest of the discussion as collaborative instead of defensive. It does several other things as well. For example, it shows that you are listening and appreciate the customer’s input, and it gives you a moment to gather your thoughts and prepare your answer.

Empathize

Another technique is to use something called the ‘feel, felt, find’ technique. This will show your customers that you understand them. Using this method, you might say: I understand how you feel, and I have certainly felt the same way when I’ve been disappointed by a product. But once you receive the replacement unit: I think you’ll find that the product will do everything that you need it to do. Let me get that replacement unit shipped out to you today and I’ll also include return postage so you can ship the faulty unit back to us.