We visited the site positivesharing.com after searching for “effective complaining” on Delicious. The page is a blog written by Alexander Kjerulf, an author of business related books, including Happy Hour is 9 to 5.
In this blog post, Kjerulf deals with effective methods of dealing with customer complaints. We feel he makes some very good points, including a good list of things that shouldn’t be done when responding to customer complaints. A few of these items that really caught our attention were that you shouldn’t really just try to solve the persons problem, or trying to cheer them up with some funny jokes or some cheesy gift certificates.
What Kjerulf suggests instead is rather simple: Simply offer them your understanding. Some who is complaining is probably looking for a little empathy. Give it to them.