How to Handle Complaints: Things to Know Before You Get Down
"What if I get a complaint?"
"Did I do something wrong with my service?"
When you receive your first complaint,
it can really bring you down, can't it?
However, there is no need to feel down.
A complaint does not always mean something bad.
In fact, it can sometimes be an opportunity
to make your service even better.
✅ 3 Steps for Handling Complaints
① First, separate facts from emotions
When you receive a complaint,
the first thing to be careful about is not to react emotionally.
Even if the other person's words feel harsh,
• What are they dissatisfied with?
• What are they trying to tell you?
Try to calmly identify the facts.
If you get pulled into the other person's anger,
you will end up feeling more discouraged than necessary.
Before you get down, it is important to first look at the situation correctly.
② Understand the other person's emotions
Even if you are not at fault,
complaints happen because the other person feels anxious or dissatisfied.
Most people who can think logically rather than emotionally do not file complaints.
First, try to understand those emotions.
However, you do not have to agree with them.
"I am sorry for making you feel uncomfortable."
"I apologize for not meeting your expectations and for making you feel disappointed."
Just saying these words can significantly calm the other person down.
*Here, "apology" does not mean "admitting full responsibility,"
but rather the goal is to acknowledge their feelings.
③ Accept it as feedback to see if there are any hints for improvement
In other words, complaints are hints for improvement.
They can also become material to make your service even better.
For example,
✅ There were parts the customer found difficult to understand
✅ The service explanation was insufficient
✅ The timing of the delivery was off
You might even gain perspectives you hadn't noticed before.
Instead of thinking, "I'm no good,"
if you can positively reframe it as, "If I polish this a little more, it might get even better!"
then complaints won't be scary anymore.
✅ Receiving a complaint does not change your value.
Complaints are an inevitable part of even the most wonderful services.
No one can be liked by 100 out of 100 people.
What is important is not to be swayed by a single voice
and lose sight of your own passion and value.
There are definitely people who need your service.
✅ In conclusion
If you want to aim for a service that receives as few complaints as possible,
you should set your persona correctly.
Because by setting who you want to deliver your service to and what kind of thoughts they have,
you can reduce discrepancies.
If you haven't set your persona yet,
please receive the persona setting explanation video from our official LINE.
Please click the banner below for our official LINE✨
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