Dealing with a dissatisfied, disgruntled, impossible-to-please, irrational, and/ or irate customer isn’t anyone’s idea of a good time. Often, customer service providers seek to bring the interaction to a close as quickly as possible, even if it ends on a sour note. But according to Ron Kaufman, it’s worth your time and emotional energy to put a little more effort into turning what the customer perceives as a “wrong” into a “right.” Handled sensitively, he says, complaints can be a catalyst for improving customer satisfaction and even capturing new business.
“It’s a foregone conclusion that despite your best efforts, some of your customers will be dissatisfied from time to time,” notes Kaufman, author of the New York Times bestseller, Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet. “You have two choices. One, treat the complaining customer like he’s a pain in the neck. Or two, appreciate each complaining customer and use the complaint as an opportunity to improve.”