Dealing with customer complaints is no joke, particularly if customers get angry, insulting and aggressive. We've gathered together handpicked articles and advice you should find useful in handling even the toughest customers. Follow us, since we'll be posting a whole lot more on the topic.

1. Customer Service Zone About Us | Blog | Privacy | Store
By Bacal & Associates Developing Customer Service Skills For Over 20 Years
Home Seminars and Services Bacal's Customer Service Books Articles By Robert Bacal Article Libraries FAQ's Our Guarantee Contact WebStore
Free Preview of 1-to-1
Customer Service Seminars and Top : Complaint Handling: Things don't always go Training/Coaching Mini-Guide
Services smoothly and customers complain, sometimes for
good reason, and sometimes for no reason. Learn Learn how to coach and train employees
Defusing Hostile and Difficult effectively and efficiently and best of all,
how to handle complaints professionally and
Customers For Government
smoothly to increase customer loyalty and you can do so in about 30 minutes.
Dealing With Difficult and Angry retention.
C
Customers - For Profit and Non-Profits Get your employees up to speed,
ou
Presenting/Speaking To Hostile and empower them through learning, engage
How To Handle Customer Complaints - Skills them, and at the same time, help them be
Resistant Groups (For Government)
rte
and Knowledge You Need more productive from the start.
Keynotes and Conference Speaking
sy
Read About Our Flexible Pricing Customers complain. Sometimes they have good Don't take our word for it. Preview our
LearnBytes Helpcard by clicking on the
of
Our Past Customers valid reasons for complaining. Sometimes they are
unreasonable. And sometimes, usually rarely, image below. You will see the first half of
C
Site Areas complaining may be an attempt to pressure customer service reps. and the company to do
the guide so you can decide if it's worth
us
purchasing.
something for them to which they are not entitled.
Customer Service Skill Articles
t om
Then there's the issue of HOW customers complain. The complaint styles used range from
The Customer Service Interviews
the rather wimpy, almost apologetic request, right through to full on customer rage.
Customer Service Q's & A's
er
Handling customer complaints is obviously important for any business, but there's strong
The Free Customer Service Library
se
payoff for customer service and sales personnel to learn the skills needed to address all of
Free Instructional Videos For Building the variations in complaining. Why?
rv
Customer Service Skills
Learning complaint resolution skills means more confidence, more control and less stress
ic
Unique Quotes About The World of
for floor, sales, and call center staff. If you are tired of being insulted, and abused when
e
Customer Service
zo
customers complain, this is the section for you.
Guest Customer Service Articles
ne
Be Sure to Check Out Our Two Books On How To Manage Customer Complaints
Customer Service FAQ Categories
.c
We promise that they will help you develop the skills to deal with even the worst, most
om
Main Page - General Customer obnoxious complaining customers. For the full treatment, including exercises, get Defusing
Service Q & A Hostile Customers Workbook (Third Edition2010): A Self-Instructional Workbook For
Public Sector Employees, and if you want something a bit smaller, try If It Wasn't For The
Customer Service Techniques &
Skills For Difficult Customers Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While
Remaining Professional, Stress Free, Efficient and Cool As A Cucumber.
Improving Corporate Customer
Service and Creating A Customer
Service Culture
Customer Relationship Management
Concepts & Technology
For Customer Complaint Handling Advice
Understanding Customers and Complaints Are Great. Keep Them Coming - by Lior Arussy
Customer Psychology Most companies consider customer complaints a primary source of their ongoing corporate
For Employees On The Customer headache. It is the part of the job that most people could do without. After all, who enjoys
Service Firing Line talking to upset people who are on the verge of screaming?"But most companies do not
Social Media and Customer Service understand the nature of complaints and what they truly represent. Complaints have a
Questions and Answers completely different meaning from the customer viewpoint than from the company viewpoint.

2. (Added: 27-May-2005 Hits: 1180 )
What do angry customers really want from me? - by Robert Bacal
If you want to turn around angry customers you need to know what they want from you, even
if you can't provide it all. Here's an explanation about the psychology of angry customers.
(Added: 17-Oct-2006 Hits: 1854 )
How Customer Complaints can Improve Customer Service | pbSmart Essentials - by Miriam
Kendall
Starting from the premise that complaints can provide good information to businesses,
here's some advice on how to handle them, including suggestions on what to do with
complaints posted on third party websites. new (Added: 25-Dec-2011 Hits: 84 )
Counting the cost of complaints - Part two - by Stuart Lauchlan
C
Let's start by stating up front that there is no single 'right' approach to complaints
management strategies. The appropriate approach depends on the type of product or
ou
service in question, the character of the consumers, the distinctive characteristics of the
rte
industry sector and the extent and nature of regulatory oversight. (Added: 26-Jul-2007 Hits:
1165 )
sy
Dealing With Difficult Customers, Angry Customers and Just Plain Rude Customers - by
of
Robert Bacal
C
We've compiled dozens of techniques to help you deal more effectively with difficult and
us
angry customers. Start here. (Added: 17-Oct-2006 Hits: 1418 )
t om
Complaint Handling is Easy - Just Make it Memorable - by Colin Marvell
This article is an excellent strategy for handling customer complaints. Enclosed are ten very
er
valuable tips for employing this strategy. See how they will add value to your organization's
strategy for customer complaints management. pop (Added: 7-Dec-2004 Hits: 5685 )
se
rv
Which Customers Complain the Most? - by Ian Miller
ic
New research reveals the top countries where customers complain about customer service
e
the most. There are some interesting surprises.In first place came Sweden with 41% of
zo
customers saying they had made a complaint in the last 12 months, next came the United
Kingdom with 36%, Australia 30%, Canada 26% and the USA with 23%. (Added: 11-Jul-2010
ne
Hits: 535 )
.c
om
Make It Easy For Customers To Complain - by Steven Howard
Read this article to determine why it is that you should make it easy for your customers to
complain. It is true that customers who take the time to complain are customers who care.
This article serves as a reminder that complaining customers are more aware of the service
they receive when they express dissatisfaction than any other time. (Added: 9-Dec-2004
Hits: 2081 )
Ecommerce - dealing with aggressive online clients - by n a
This article provides some good techniques for dealing with aggressive and non-aggressive
on-line clients that have registered complaints. The author debunks the myth that 'the
customer is always right'. Also some different types of clients are described. How to deal
with each types is discussed. (Added: 9-May-2006 Hits: 1084 )
A Professional Complainer Tells All - by B.L. Ochman
Well, the title of this article is a little misleading, but not by much. The author helps others

3. resolve their complaints with the service or products provided to them. There is a moral to
the story that you won't want to miss. So read the article for ideas for improving customer
service or ensuring that you receive the customer service you deserve. (Added: 7-Dec-2004
Hits: 1381 )
Hypersensitive customers vote with their feet in light of poor service - by na
Retailers are struggling to cope with a new breed of customer for whom customer service
can often be a more critical factor in influencing the sale than the price, according to
customer service expert Derek Bishop. (Added: 5-Jan-2010 Hits: 755 )
Silent majority risk worse customer service as companies monitor Twitter, Facebook - by
Alastair Jamieson
Consumers who complain by letter or phone risk getting worse service as companies
protect their image by concentrating on higher-profile online gripes, a watchdog warns.
(Added: 15-Dec-2009 Hits: 816 )
C
ou
Value of Customer Complaints - by n/a
Are you wise to the value of customer complaints? This article discusses the value of
rte
service recovery programs. Read this article to learn if your company is responsive to
customer complaints and takes advantage of the complaints to improve both customer
sy
service processes and company products. (Added: 7-Dec-2004 Hits: 1189 )
of
60-Second Guide to Managing Upset Customers | Sales - by n a
C
Having respect for your customers will ensure their faith in and loyalty to you and your
us
business. Studies show that it is nine times more difficult to attract a new customer than it is
to retain an existing customer. (Added: 6-Mar-2006 Hits: 2712 )
t om
Transforming Complaints into Customer Loyalty - by n a
er
A successful salesperson is one who is genuinely interested in what their customer is
se
thinking as well as saying. Try to encourage feedback from your customer to discover what
he or she is thinking about your product or service. (Added: 23-Feb-2006 Hits: 1641 )
rv
ic
Handling Customer Complaints - by Michele Schermerhorn
e
Improving customer service to minimize customer complaints often results in the design of a
zo
prevention process. See what the author recommends as a four step process that will
ne
reduce customer complaints. Reducing the time,effort and money used to resolve customer
issues will increase your organization's bottom line. (Added: 15-Feb-2006 Hits: 1679 )
.c
om
Turning Complainers Into Campaigners: The One Rule for Dealing With Customer
Complaints - by na
People who want a problem fixed, don't want it fixed, initially. They want to be heard. They
want to be respected. Then, and only then, do they want the problem fixed (Added: 7-Feb-
2010 Hits: 1761 )
Dealing With Difficult Customers And Complaints - by Abb
business has them whether it is the customer who tries on every item in the store but leaves
with nothing or the one who insisted you overcharged but doesn't have receipt to prove it.
However, there are techniques to avoid unpleasant situations when dealing with difficult
customers, as we will show you (Added: 8-Dec-2004 Hits: 2027 )
Customer Complaints System - by Tash Hughes
Here's an idea for implementing a customer complaint resolution process in your company.
(Added: 23-Feb-2006 Hits: 1447 )

4. Value of Customer Complaints - by na
The key is to let the customer know that you want their feedback -- and that you will act upon
it. That last point is key. If you don't provide service recovery and fix the underlying problem,
the customer will be less likely to voice issues in the future. Also, remember to fix the
problem and fix the customer. Included with our fixed espresso maker was a packing slip -
no card or note. A small gesture can remedy an upset customer's attitude. (Added: 30-Nov-
2004 Hits: 2285 )
Next 20
Social Media Certificate
Earn a SM Certificate in 8 Weeks 100% Online -Enroll Now & Save 25%!
www.USanFranOnline.com
C
ou
We have much more on this topic: Please Search!
rte
sy
Search
of
C
us
t om
Copyright © 2011 Robert Bacal 722 St. Isidore Rd. Casselman Ontario, Canada (613) 764-0241 Email: ceo@work911.com
About Us | Contact Us | Our Blog
er
se
Free Dreamweaver Templates | Web Hosting<
rv
ic
e zo
ne
.c
om