How to handle customer complaints without taking it personally
First acknowledge how it makes you feel.
Once those feels are acknowledged, it will be easier to look at the customer complaint from an objective standpoint. It is important for customers not only feel, but believe that their complaints are being taken seriously.
Tips for online businesses:
You're confronted with a customer complaint, how do you handle it?
1. Let the initial shock take place as you read the email. Do not reply immediately.
2. Once you've read the email, take a deep breathe and then step away from the computer for ten minutes and let the problem sink in, then I'll come back and look at it from an objective point of few.
3. Walk away from the computer for ten minutes.
4. Re-read the email again. What exactly is the problem? How can it be handled? What would satisfy the customer without hurting your pocket-book?
5. Write your thoughts down in a word document and then let it sit there for five minutes while you attend to other things.
6. Now go back to the email. How does it sound? Are you short- tempered with your words or were you apologetic and problem-solving? Did you offer a resolution to the problem? Not sure? Ask a business associate or friend to read it over for you. Run a grammar & spell check.
7. Once you feel the email is ready to be sent, send it out. Give the customer one day to read over your email and respond. (Recommended 48-72 hours).
8. Optional: If your customer has not replied, call him or her. Let your customer know that his (or her) satisfaction is very important to you.