If you are involved in either the retail or service industries, you will, at one point or another, be called upon or left to deal with customer complaints. Dealing with an angry, complaining customer can be a less than enjoyable and a less than enviable task. However, if you are to succeed in the world of business in this day and age, you are going to need to develop those skills necessary to deal with a complaining, sometimes abusive customer.

When it comes to undertaking dealing with a complaining customer, there is one thing that you should always keep in mind: You must be fair but firm.
The first thing you want to do is to hear the customer out. Let the customer tell his or her story -- without interruption -- for a reasonable period of time. You do not want to let a customer get carried away in making a presentation of his or her complaints. But, if the angry customer at least feels that you are listening to what he or she has to say, you will have made a positive step towards calming the customer down.

If you are able to diffuse the tension at least to some degree in this manner, you are on your way towards resolving the problem. Offering an apology can also help towards resolution. I know when I’ve been the angry customer, I’d much rather hear an apology versus hearing excuses about why I was not provided the service I had expected. I cannot tell you how many times I’ve had a sales person try to explain why the service was lousy. Usually they tell me they are understaffed, but I’ve also heard other excuses. If you are a business owner, offer an apology, not an excuse

Once the customer has had the chance to tell you what he or she thinks the problem is, take the time to politely and firmly explain what company policy is and what you can and cannot do to assist in resolving the situation. Additionally, if you need to get approval or assistance from a supervisor in order to assist the customer in resolving the problem, be very clear about that need up front. Do not leave the consumer with false hopes or with promises that you cannot keep.

Finally, if the problem is not one that can be resolved immediately, lay out a specific plan and schedule with the customer as to how you will go about dealing with the complaint. Set a specific time at which you will get back in touch with the customer in regard to the situation. Make certain that you do follow up in the manner agreed upon with the customer.

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Source: Ed Rosario President, StartupJoe