I think the best way to deal with a complaint is to put your self in the position of the person filing the complaint. Some people say it is important to decided if the complaint is true or not, but I believe you should always trust the complaint. Disagreeing and putting blame on a already angry person could create even more problems. The customer should believe you are taking their claim seriously not matter what your personal opinion. Law suits and the loss of customers are what usually happens if a complaint is not dealt with. Employees forget that customers have friends and that they refer them to different places. Referrals are one of the best ways to attract new customers, and complaints have negative affects on these peoples viewpoints. The best thing that can come from a complaint is a resolved situation. People understand that bad things sometimes happen and most are willing to forgive and forget if they are treated with respect. I believe that a sufficient customer service department is the most overlooked department in a business. This link http://www.entrepreneurs-journey.com/157/audio-dealing-with-customer-complaints/ is an audio clip that provides good information on dealing with complaints.
