Customer Complaints Hints & Tips
- Viv Bradford
- 51 minutes ago
- 3 min read
Dealing with customer complaints during the busy Christmas season always feels challenging, but it is understandable that with increased demand for a perishable product that there are inevitably going to be a few hiccups. However, responding calmly, thoughtfully and with professionalism can turn a negative situation into a positive experience for both parties.
Here are few of my top tips for handling complaints:
1. “Two ears one mouth”, was always a favourite saying of the lady who taught me floristry. When a customer complains, don’t interrupt or become defensive. Let them explain the issue fully so you can understand the problem, customers want to feel heard and validated. By actively listening (with empathy) you are more likely to have a calm exchange which will enable a swift solution.
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