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Handling Customer Complaints


One of the rules of retail is that the customer is always right, even when they may not be! Dealing with customer complaints can be stressful, but it’s an inevitable part of running a business. Rather than dreading a complaint and potentially making a situation worse, follow these 10 steps to successful complaint handling. They’ll put you back in control of the situation and help turn a negative situation into a positive customer experience.


1. Act straight away

Timing is everything when responding to complaints. Never leave a customer waiting for a resolution, especially if they’ve complained via social media, which is very visible. Aim to respond straight away to avoid the issue from escalating.

2. Don’t get emotional

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