Here are some more tips on how to deal with customer complaints. In fact, some of this advice has a far wider application and will aid your personal development.

The first piece of advice can be summed up as “don’t be an ostrich”. In other words, don’t try and ignore things and hope the problem will go away. Have a think about the problem. What is it that’s causing you to prevaricate? Whatever the answer, deal with it! There is no point in letting the problem fester at the back of your mind. It is not going to go away of its own accord.

Remember not to get bogged down in detail. Always look at the bigger picture. Consider the possible repercussions to not dealing properly and professionally with a customer complaint. You could lose an unhappy customer, or your company might find itself in court or having its reputation reduced to tatters as criticisms are aired in the media.

Bear in mind that the customer may have a perfectly justified cause for complaint. Be prepared to act on their behalf even if it means colleagues or other departments having to stomach difficult truths.

Finally, don’t forget to follow up complaints.