Why would a customer complain?  Normally they will do so when they encountered a problem or they are not happy with the service that you are providing.  When this happen, how do you then handle them?

For small or minor problem they may just simply call or create a service ticket for you to look into and if you are able to get back to them and let them know that you are looking into the issue, generally they will be fine and would wait for the resolution.  The trick to this, and the most important, is to let them know that you are looking into finding a solution for them.  And don’t take too long to resolve because this will make them lose faith in your product.

For bigger problems, the customers will generally not be happy and would demand a resolution immediately.  In this case, the best thing to do is to let them know that you are on their side and empathize with them. One of the important thing to avoid is to be defensive and try to push the responsibilities to the customers.

Recently I had a very bad experience with a Travel Agent which I used to book my air ticket and lodging in Taipei.  It is one of the biggest Travel Agent in Singapore, having been around for at least 43 years and claiming that they take pride in satisfying customer expectation, I certainly doubt that after the experience that I have had. To cut the story short, the first thing the staff and the manager that handled my case when I went to them to complain about our lodging was to try to push the responsibilities and wrongs to me, the customer, and uses a reference website as proof of the rating of the hotel to justify their claims and charges, and claims that they are not aware and responsible for the condition of hotel. The whole event had made me even more upset and I left this Travel Agent very unhappy! I would definitely not go back for any other future bookings, and I would also advise my friends against going to them too. (For your information the agency happens to be Chan Brothers.)

See how damaging it is to your company, business or service reputation if you or one of your staff did not handle an unhappy customer properly.

Thus, when you are in the Service sector, be it in the company, in a department or facing the public, it is important that you let the customer knows that you are on his side and is trying your best to find a solution for them. Happy customers are what you need if you want your business to flourish.

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