Much has been discussed in recent articles about the necessity for your business to retain its regular clients. In tough economic times, companies simply cannot afford to lose any orders.

However, from time to time, there may be cause for complaint from customers. It’s how you handle the complaint that it just as important as the issue itself. If you deal with a complaint efficiently and effectively, you’ll keep their business.

Here are the top 3 things you should be thinking about in handling a customer complaint:

Step 1 – The Apology
Whatever you do, you must sincerely apologise to the client for the inconvenience or dissatisfaction they have suffered. This is the first step in diffusing any negative feelings.

Step 2 - Listening
Active listening skills are one of the most common areas of study on quality customer service training courses. It’s not as easy as it sounds – really take in what they are saying, without interjection, and ensuring you have understood everything fully.

Step 3 - Empathise
If you can’t offer genuine empathy, you shouldn’t be in customer service, and you won’t be able to handle the complaint effectively. This can be challenging, particularly when dealing with angry people. Stay relaxed, focused and empathetic.