Customer service staff are at the sharp end of the business and it is vital that a company invests in those people’s personal development and soft skills training. This is particularly true when those people are dealing with customer complaints.

There are certain steps which can be followed in order to deal with most complaints.

The first thing to do is apologise sincerely and without reservation. Tell the customer that you are taking responsibility and that you intend to help the client reach an acceptable solution. The sooner the customer realises that you are on their side the better.

Listening is paramount. Ask questions to get as much information as possible and simultaneously show the customer that you are genuinely interested in their problem. Don’t listen in silence. Make suitably positive sounds to show that you are paying attention. Try to never interrupt.

You should ensure that you empathise with the customer. That means that you not only demonstrate that you share their feelings but also that you want to do something to change matters. Never be defensive. If you are really experienced, it may be possible to calm someone by matching their tone and pace. Unfortunately, this can be interpreted as you being angry with the customer so the safest thing is to remain calm at all times.