Most Customers want to be heard when they have a complaint and the best way of dealing with this situation is to learn from what the customer has to say.
L.E.A.R.N. is an acronym, with 5 easy steps to follow:
LISTEN - Listen carefully to your customer. Don't interrupt or tell the customer to calm down, this will only ignite the anger.
EMPATHIZE - Feel the pain of the customer, and tell her that you can understand how they feel.
APOLOGIZE - Apologize to the customer, even if you feel that you have no part in the problem. Do not blame the customer, but there is no need to take the blame yourself!
REACT - Decide what you will do to resolve the problem, and tell this to the customer.
NOW! - Do not delay. Take immediate action! The longer you wait, the harder it is to produce outstanding customer service. - WILLIAM H. DAVIDOW
(http://www.customerservicepoint.com/handle-customer-complaints.html)
If these steps are followed correctly, you and the customer can go on with a happy and productive business relationship as well as now having a customer who knows you care about their problems and not just their money!
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It is very difficult to deal with customer complaints. I really believe that these steps provide a huge help when dealing with complaints. Empathize with your customer is always important. It shows that you care about them. Customers want you to feel their problem, so you can express a real concern and desire to help.
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