How to handle customer complaints

How often are you pleasantly surprised by great customer service? If you’re like me, then sadly not very often. But recently, I had a good customer service experience that demonstrates the best way to handle customer complaints.

Last winter I had a fire grate made. For $170 I got what appeared to be a solid piece of craftsmanship. But after only twenty fires, it started to lose shape, bend in the middle and generally stop functioning.

Because I generally like to avoid conflict at all costs, I tossed up for a couple of weeks about whether or not to take it back, but I finally decided I should. I was of course expecting the worse - “Sorry mate, our guarantee only extends to 14-days” or “Sorry but you shouldn’t have kept using it.”

To my astonishment the fellow who made it apologised, offered to fix it and/or replace it and advised that it would be all done within two days. The end result was that it was fixed on the same day, at no charge and now works better than ever. And he didn’t even refer to me as “Mate”. As a side issue, I think referring to a customer in this way is very unprofessional. My favoured approach is to use their first name, but that’s another article in itself!

Now, back to my fire grate. Okay, so maybe the problem shouldn’t have arisen in the first place and they should pay more attention to their craftsmanship…but mistakes do happen. From a business owners perspective, the learning here is how you handle customer complaints.

I could almost guarantee the fire grate fellow has had no training in customer service, he just did what seemed right. He listened to the customer, made a judgement that the customer’s request was reasonable and then over-delivered. In fact he under-promised and over-delivered...even better!

This doesn’t mean giving in to every customer’s request - of course there are times when they are simply unreasonable. But it does mean being sensible and mature about your options for the best way to handle customer complaints.

How you handle customer complaints can create an opportunity to promote your business. Handled well, they are a great way to generate word-of-mouth. That said, I’d buy another fire grate tomorrow from Flash Weld in Mornington, Victoria!

Tim Reid is the original Ideas Guy having founded the business in 2003. He believes all businesses today must 'innovate or depreciate' and runs innovations workshops nationally to help them do just that.

8 comments | Add your own 1 2 | Next» View all»

You state “How often are you pleasantly surprised by great customer service? If you’re like me, then sadly not very often.” I can not believe you are consistently bombarded with bad customer service? Maybe it is where you live in? Up here in Queensland, Good Customer Service is a way of life. My husband often remarks that I have excellent customer service skills, because I grew up on the GOLD COAST and spent years working as a waiter, working in the firing line. Customer Service is a two way street. It is about effective communication. When the ‘check-out chick’ asks you how you are, do you make eye contact with them, respond, smile, and then ask them with interest how they are? Humanise the transaction. I live in Brisbane, I shop locally, and involved with the local community. I am constantly amazed and delighted by the friendly and responsive customer service I receive. I shall avoid Mornington Victoria... Heather Smith from Brisbane
Heather, I think you misread the article. I did receive great customer service in Mornington. Tim Reid from Melbourne, Autralia | Read my articles
Maybe I wrongly presumed that is where you live and where your many bad customer service experiences were originating from? Heather Smith from Brisbane
Some great points Tim. The piece I always try to remember is that the people who complain are doing so because they care. The people who do not care tend not to complain...you just never see them again. It follows therefore, that how we handle a complaint is extremely important. It's certainly not done Flash Weld any harm. Robert Gerrish from Flying Solo | Read my articles
Ditto Robert's words! I have some fabulous testimonials for no other reason than I do 'the right thing' - something that too many others can't be bothered doing. Grant Hyman from Sydney | Read my articles
I’m in the service industry and I give the best service I possible can to my clients. The best test is that they appreciate it and keep recommending my business to others.
I don’t think that we develop better customer service skills just growing up wherever. I grew up in Hungary and I believe in excellent customer service.
I treat everyone with outmost respect and I get a great service. In my local gym where I go daily, every receptionist and personal trainers know my name and I know theirs. I always stop for a moment at the local Woolworths or Coles to say hello to the familiar faces at the check out and I always get excellent service although I still have to queue up, no exception.-hahaha
Just an example, Myer had a special night recently where most of things were 25% off, I wasn’t invited and wasn’t aware of the offer. I only found out about it because a day before the event I was at Myer and the shop assistant told me to come tomorrow and take advantage of the special offer. Isn’t it nice?
Were are responsible how others treat us and vice versa Judit Nagy www.theofficewitch.com.au from Sydney

8 comments | Add your own 1 2 | Next» View all»

Add Your comments

Preview comment

Name

Website *

Town / city and country

Email (never sold, displayed or given away)

* This will link your name to your site. So please avoid self promotion elsewhere! We delete spam, disrespectful or off-topic comments.