Communication Tips

Handling Complaints

In the best of all possible worlds, complaints from clients are suggestions in disguise on how to better meet the client's needs. Unfortunately, they aren't always expressed as cordial suggestions. They sometimes come in the form of hard questions, or outright hostility.

Your challenge: turn tough situations into a chance to improve your relationship with your client.

Here are a few suggestions on handling those tough situations.

Lead by questioning

Asking questions helps define the issue and gives you time to think.

Acknowledge your client's viewpoint

Avoid arguing. Show you appreciate the comments. Keep in mind that some part of what they're saying, even if exaggerated, is probably true.

Stay calm

If the other person gets rattled, wait until he or she calms down. Sometimes people just want to vent their frustrations.

State what you can do

Not what you can't do

Ensure you articulate the problem properly

E.g., "This is what I'm going to tell the general manager... Is this correct?"

Work towards a compromise

You are an expert in your field; explore other options.

Focus on actions, not personalities

As soon as you hear the complaint, quickly say, "I'm sorry it happened. How do you think we could have handled it differently?"

Don't Shift Blame

When you don't know how to handle a particular complaint, apologize, but don't give an explanation that shifts the blame onto somebody else. Try to get the information needed to deal with the complaint, then state a plan of action on how you'll go about addressing the complaint.

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