Customer Service

How to Handle Customer Complaints

We hope these tips on soothing angry clients may help.

“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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