For many businesses and managers, handling customer complaints is a tiresome hassle. Dealing with unpleasant and angry customers is certainly no fun; it can also take a toll on your people.
There are many tried-and-true methods of defusing customer situations, and each company has its own service policies for empowering employees and addressing customer complaints. So, rather than discuss how to handle a complaint, this month I would like to discuss how to design and manage an effective complaint process.