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Checklist: How to Thoughtfully Handle Customer Complaints

Last updated on November 16, 2023
Key Takeaways

  • Responding to complaints properly can result in a positive outcome.
  • Be sure to train your employees on your complaint policy.
  • Customer complaints can provide valuable insights about your business.

Skill Level

Beginner, Intermediate

Responding to customer complaints following your tour or activity is just as important as navigating an interaction with a challenging customer during your tour.

When customers go to social media, review sites or directly to you to discuss a negative experience or encounter at your business, it’s vital to be ready with the right response.

By de-escalating a situation like this, you can build customer relationships and establish more trust in your company, while also gaining important feedback about your business.

Follow this checklist for specific ways you can handle customer complaints after they visit your business.

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    Tips for Responding in Person

  • When customers come to you or another employee with a complaint, it’s important to be prepared.
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    Tips for Responding Online

  • When responding online, be sure to emulate the tips above, but there are other details you should take into consideration.
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    How to Handle a Difficult Situation

  • When you need more information about the situation that caused the complaint, follow these tips to ensure the customer and your employees are handled correctly.
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    Ways to Reach a Positive Resolution

  • After you conduct research, communication is the key to a great resolution with your customer.
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    Tips to Be Prepared for Future Complaints

  • Complaints are a regular part of being a business owner. It’s important to have the right tools to properly handle these situations as they come up.

Dealing with customer complaints can sometimes be hard or discerning. Having the right tools to de-escalate these situations is the key for more happy customers. 

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