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No matter how long you work in customer service, be it a few months or many years, you will at some point deal with a customer complaint. It’s important to point out that these complaints won’t take the form of a “foaming at the mouth” type complaint, but instead will be rational and (hopefully) reasonable. When a customer brings an issue to your attention, you have a golden opportunity to turn a negative into a positive, and here’s how.

You need to realize that it’s a rare occasion when a customer does bring an issue to your attention—most don’t and simply take their business elsewhere. With this in mind, thank the customer for bringing the issue up—for all you know other customers could be having the same problem too. Next, genuinely work to solve the customer’s problem—you won’t believe how quickly a customer can see through a facade of only pretending to care. Once the problem is resolved, thank the customer care again and double check to make sure everything is OK. Hopefully, the customer will be grateful for the resolution, and will recommend your business to others. You will the satisfaction of having turned a negative situation into a positive opportunity.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

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