How would you handle customer complaints?

The core of customer service is the customer, and there is an unwritten law that says the client is always right, even if they aren't. Regardless of how hard you try, it's inevitable that at some point in your career, a client will complain to you. A good response to a customer complaint, which typically results from the consumer feeling inconvenienced or offended in some way, requires a lot of tolerance and empathy.

Even though they are technically wrong, one of the laws of retail is that the customer is always right. As a result, it's critical to pay attention to them when they have a problem. After all, your customers are the reason you're in business. And every single firm receives complaints of all different sizes and forms.

A certain level of subtlety and compassion are required when handling client complaints, and failing to address the negative feedback that comes along with the positive feedback can harm your business's bottom line as well as its reputation. It can make a difference in whether you lose a sale and if you keep a customer in the future how you respond to a difficult scenario.

Example:

When I was working as a site manager at a drive-thru coffee shop, a customer became upset because their drive-thru order was incomplete and she didn't realize it until she'd already left the parking lot. She drove back, had to come inside to fix the problem, and was naturally upset that she was late for work. The associate who was handling the register referred her to me, and I quickly asked the client to explain what was going on. I promptly apologized, ordered one of my baristas to finish her order ahead of the queue, and admitted that it was our responsibility. I gave her my full attention, listened carefully, reiterated her primary issues back to her, and promised to solve the problem with my opening staff. Along with completing her order, I gave her several vouchers for future trips.

She left with a much better attitude than she'd arrived, and it was later brought to my attention that she'd posted a very lengthy, great review online. The turnaround was quite satisfying. This is a strong tale since the applicant uses all of the following approaches - patient listening, repetition, and a genuine apology with taking responsibility - while being calm and empathetic. The solutions were straightforward, the STAR approach was used, the story was brief, and the outcome was really favorable.