“The customer is not always right, but there is no percentage in telling her she’s wrong,” says customer-service expert Jim Feldman. At a recent International Chain Salon Association conference in Orlando, Fla., Feldman shared the following tips on resolving customer complaints:

  • Discover what the complaint is by listening closely and telling the customer you care about making things right.
  • Confirm what the customer is complaining about by repeating the complaint in your own words.
  • Thank the customer for complaining; after all, you want to solve the problem for this and all future customers.
  • Arrive at a joint resolution.
  • Whenever possible, empower your employees to solve problems by using the above suggestions.

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