Hera are 10 tips that can substantially help you to handle customer complaints:
  1. 1.Make the customer aware that his complaint has been acknowledged. This makes them steam off a bit. It is crucially important to listen closely to the customers when they are complaining. You  have to show interest in their problems.
  2. 2.Never forget to say that you are sorry for what has happened/appeared and would try everything possible to undo the same. Remember, never admit that anyone from your organization has committed wrong, just apologize for the same.
  3. 3.Practice active listening. Reflect back on what your customer just said. You have to behave smartly. As related questions in order to check that have you understood the problem and the complaint.
  4. 4.Try to get to bottom of the problem by questioning effectively You have to make sure that you get to the heart of the customer's problem. This is extremely important in order to take the necessary actions. Sometimes, customers just give a list of problems that are not listed in order of importance. In such cases, it is essential to make sure that you are get down to the two most important problems for the customer.
  5. 5.Use a friendly tone no matter how stressful
    and irritated you are. Even if the customer is being loud or rude, try to maintain your composure. Never make too many assumptions based on the customer story, verify and question everything.
  6. 6.Make sure that you never argue with a customer and never become too defensive. This is understandably a tough thing thing to master and one should have a good training for this. Ensure that you always stay focused on the current situation.
  7. 7.Try to find what the customer really wants. What exactly is their problem and what solution are they looking for. Is it refunding of money or replacement of the product? Ensure that you don't build on the customer’s ideas and suggestions unless you have been asked to do so by your manager/director.
  8. 8.Try to explain to the customer what you can do and what is not feasible. Make sure that you do so politely and in a humble manner.
  9. 9.Never try to impose your own solutions. Offer a solution to the customer that the consumer finds acceptable. Never negotiate too much. It can cause the customer to feel that he's being fooled.
  10. 10.In the end, always summarize the solution and verify that customer has understood the solution. The customer should essentially feel that it’s a helpful solution for him and that he's being treated specially.