Complaints can be scary, but dissatisfied customers can be a golden opportunity to grow and get it right the second time around.
If you deal with a person’s concerns respectfully and helpfully, your effort and consideration will almost always be appreciated, and former “complainers” will walk away feeling happy and valued.
Depending on the nature and severity of the complaint, it’s a good idea to really grasp what the complaint is, what went wrong, and what was done to resolve it.
Continue to meet with your team and review what the complaint was; consider approaches to ensure it does not happen again.
Complaints can be difficult to handle, but, don’t worry – be grateful to the customer for bringing the complaint to your attention. Had they simply ignored their dissatisfaction and went elsewhere; it would have been a lost customer. By their bringing this matter to you directly, s/he is giving you a corrective opportunity.
Complaints + resolution = growth and customer satisfaction.