One of the best techniques used to deal with customer complaints effectively is active listening. This aims to get a better understanding of the customer’s issue and demonstrate empathy. As a result, the customer feels their concerns are being taken seriously and a better outcome can be achieved.
Prompt action is also important, addressing the complaint with a solution or clearly-defined plan of action. Another key technique is following up to ensure that the issue was satisfactorily resolved. Customer experience certification programs can help keep your staff in touch with customer expectations.