It may not feel that way at the time but a complaint can bring with it a wealth of useful information, that if listened to and utilised in the correct way hold great value.
Creating Channels to Receive Complaints
To receive complaints you have to give the customer the opportunity and proper channel to do so. Having a visible e-mail and telephone number on your website makes getting in touch easy and hassle free, if a customer is made to search for these before getting in touch this will only multiply their frustration.
Responding to Complaints
The way in which you respond and react to complaints will go a long way to towards restoring the complainers faith and trust within your company. Going in valuing the complaint will make a huge difference to the ultimate outcome of that interaction.