Dealing with complaints face to face can either be, the most easiest way to rectify a situation or the most uncomfortable way. It all depends on the type of person you are. Here are a few suggestions we think you should take on board.
1) Listen – Listen to the complaint carefully and properly. Don’t get on the defensive and try to make it seem that you are on the customers side. Repeating back parts of the complaint also helps to reassure the customer that you have been listening.
2) Swap places – We’ve always found that putting yourselves in the customers position helps to understand how they’re feeling. This can help solve the issue in the right way and make the customer feel as if you are on their side.