I joined Charlotte Ward on the Customer Support Leaders podcast to talk about how to handle customer complaints. In general, we recommended that companies:
- Provide a place for customers to come to us with their complaints
- Validate the customers’ frustration, address their issues and approach them with empathy
- Understand what we can learn from the complaint/why are they feeling that way?
- Bring the learning back to the rest of the company to deal with the root cause and make sure it doesn’t happen again
Check-out the podcast here!