Why Complaint Handling Matters
- Resolving a complaint in the customer’s favor leads to 70% repeat business.
- For every customer who complains, 26 others remain silent—feedback is critical.
- 95% of customers who have a bad experience share it with others, risking reputation damage.
The LAST System
A structured, four-step plan to effectively handle complaints:
- L - Listen
- Allow customers to express their concerns without interruption.
- Take notes and show empathy to build rapport and reduce frustration.
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Remember: "Put yourself in the customer’s shoes—listening is the first step to resolution."
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A - Apologize
- Apologize sincerely, even if you don’t agree with the customer’s perspective.
- A genuine "I’m sorry" can de-escalate anger and calm irate customers.
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Remember: "An apology is the superglue of life; it can repair just about anything."
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S - Solution?
- Focus on resolving the issue with a win-win approach.
- Ask for the customer’s input on what would make them happy and ensure clear communication.
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Remember: "Be solution-focused by involving the customer in this process."
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T - Thank Them
- Show gratitude for the feedback and assure the customer steps will be taken to prevent recurrence.
- Use the complaint as a learning opportunity to improve processes.
- Remember: "A complaint is a gift—thank the customer for giving you the chance to improve."
Important:
- A structured approach like the LAST system ensures complaints are resolved effectively and positively.
- Listening, apologizing, offering solutions, and expressing gratitude turn negative experiences into opportunities.
- Complaints, when handled well, strengthen customer trust and loyalty.
? Final Thought:
"The true art of customer service is turning dissatisfaction into loyalty and advocacy."