How to Handle Customer Complaints (E74)

Do’s

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

Don’ts

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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