When handling customer complaints, don’t take a confrontational approach; instead, put yourself in their shoes and listen to their concerns.
Sometimes, what you think is not necessarily what the other person wants.
If you start with a confirmation bias—assuming that the other person’s concerns are the same as your own—then everything you do afterward will be wrong.
Customer complaints aren’t a bad thing. If handled well, the other party will come to understand you better, trust you more, and your relationship will grow stronger.
Handling a complaint is the true opportunity to understand each other; the polite facades from before may not reflect reality.
In any case, anger is always the wrong approach.
Any decision made when one is angry or desperate is bound to be wrong.
To handle a complaint effectively, you must maintain a clear and composed mindset. Only then can you face the situation honestly, and your sincerity may earn the other party’s leniency.
If you were in the wrong from the start, or if the other party is being unreasonable, you must cut your losses immediately. Even if it means taking a small hit, you must cut your losses—never cling to false hopes.
Having served 4,000 clients, I’ve never encountered a genuine quality complaint. Many so-called complaints are simply emotional outbursts, so you must be a quiet listener: let the other person finish speaking, then ask what their specific request is.
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Wu Dejian’s tool steel, the chief of staff of the user, bought everything he had used.