Most people want to be viewed as nice and feel it goes against their nature to take control and force issues. Clients often feel very awkward and pushy when they're complaining, which explains why they fumble for words, get their facts mixed up, or totally get off on tangents that take them anywhere but where they want to be. The feelings they have reinforce their desire not to complain in the first place. Listen attentively to what your customers say and how they say it. With aggressive customers, continually assure them that they're being taken seriously, and so are their concerns and problems.
All customers have ideas.
Tell them you're open to new suggestions that would help the process and alleviate their problems. Customers don't come in neat little packages and they aren't all the same. While some may be sheepish about letting you know how your service has disappointed them, others will relish the opportunity to confront or criticize you or your employees, whether their complaints are justified or not. Understanding your customers will help you overcome some of the inward inhibitors that prevent them from being open about their problems, or will help you soothe those who are more openly hostile. 4.Complaints aren't always necessary because there's enough competition and options for customers to take their business elsewhere.