If a user complains, what is the best way to handle it?
Kartika Nurtasya
19 replies
Replies
Misna Aira@misnaaaairaaa
Listen with empathy, stay calm, say thank you, ask for details of the problem, offer solutions, follow up, and use the complaint to improve service.
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The most effective way to address a user complaint is to listen carefully and empathize with their concerns. Recognizing their feelings, offering a clear solution, and following up to ensure their satisfaction are key steps. This method fosters trust and shows that we appreciate their input.
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@joy_kalu1 Spot on. I think first acknowledging and understand what they are dealing with and being sorry that they had to deal with and showing this to the customer eases half the problem. Then try and see help them solve it is the next step
Complain back until they stop 🛑
Be patient and listen to their concerns, even if they're venting out frustration, and make an effort to address the issue as quickly as possible.
To understand and analyze what the root cause of the complaint is, if it is related to the product, to respond positively, if it is irrelevant, to fully explain and apologize to the user
Allow the customer to express their concerns fully without interruption. Also, offer an apology for their experience, regardless of fault. Clarify any details to fully understand the issue. This will show you care about resolving it. Then, providing a resolution that aligns with company policy. It can be refund or etc.
minimalist phone: creating folders
At first, you need to show empathy – to calm him down, then offer him solutions or alternatives.
Always anser politly and hear your customers. If his complain is justified then act accordingly. If it is against your policy, nicely reject what he says/wants.
By responding quickly and genuinely. Start by listening and acknowledging their concern—people want to feel heard. Then, provide a solution or steps to resolve the issue as transparently as possible. If it’s not immediately fixable, offer a timeline or explain what you're doing to address it. Keeping communication clear and respectful throughout goes a long way. Lastly, follow up to ensure they're satisfied with how things were handled.
Show that you understand their frustration. 🌟🌟
Use phrases like "I can see why that would be frustrating. 🌟
Admit if there was a mistake or problem.
Avoid making excuses or blaming the user 🙂🙂
tips from my lecturer firstly, apologize no matter whose fault it is, secondly, if there is something wrong with the product, find out where the error is and fix it, if it's wrong, tell the user carefully so they understand
Listen actively and acknowledge their concerns. Empathy goes a long way – let them know you understand their frustration. After that, provide a clear solution or timeline for resolving the issue. Follow up to ensure they’re satisfied, which helps turn a negative experience into a positive one.