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Home Business Leadership

Ask the Business Coach: Any ideas on how to deal with customer complaints?

March 23, 2022
in Business, Features, Guernsey, Isle of Man, Jersey, Leadership
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Channel Eye has joined forces with Royston Guest, leading Business Growth Coach and CEO/Founder of Pathways Global, in our column, ‘Ask the Business Coach’

Customers tell family, friends and colleagues when they have received a great customer experience, but they tell 3X more people when they have a terrible experience.

Business Growth Pathways logo

The big three takeaways!

  1. Be heroic in recovery.
  2. Take the charge out of the conversation immediately.
  3. Own it.

Episode timestamps

  • [0.32] Be heroic in recovery. Don’t kick the can down the street. If there is a tough conversation to be had, do it fast. Deal with it head-on.
  • [1.14] Review your customer complaints process to ensure it puts the customer first.
  • [2.13] Take the charge out of the conversation immediately by saying sorry and why you’re sorry. Straight away, own the complaint; what you’re going to do about it and by when.
  • [3.14] When you own the complaint and turn it around, that customer becomes your future raving fan.

Do you have a question for the Business Coach?

Send your questions to askthebusinesscoach@channeleye.media


Missed a previous episode? Catch-up and watch the series here.

Tags: #AskTheBusinessCoachGrowth Pathways
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Royston Guest

Royston Guest

Click here to see all of Royston's articles and here to find out more about Royston and Pathways Global

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