How to Handle Customer Complaints (E74)


  1. Get close to the problem
  2. Don’t just listen, have empathy
  3. Slow down.
  4. Get the full picture. Listen.
  5. Finally… offer a solution
  6. Verify


  1. Don’t be passive-aggressive
  2. Don’t use cliché – “What I’m hearing is”
  3. Rush to solve the problem
  4. Rush to offer cash/refunds


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