How to Handle Customer Complaints Like a Pro

I'm going to make a prediction. There's little chance this video will go viral. Here's why. Because no one cares to talk about customer complaints. But I want to challenge you to listen to this whole thing because it will save you a lot of sleepless nights, make and save you a lot of money, and create a culture for your company. So let's get right into it.

5 Types of Customer Complainers

#1: The Valid Complainer - 1:11

#2: The Pessimist - 1:34

#3: Like Your Product, Disagree with Your Belief - 1:50

#4: An Actual Enemy - 5:04

#5: Trolls - 08:05

How to Handle Customer Complaints - 9:10

#1: Speed is Your Game - 10:08

#2: Don't Avoid Conflict - 10:38

#3: You Can't Win Them All - 12:03

#4: Get on the Phone - 12:07

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[ItsGRamirez]

Here bc a few customers be testing my patience recently ... lol hopefully this helps

[yvonneruvinski]

It's our job to hear out customer complaints and get better; it's basically free counsel. Thank the customers for the time they've taken to give feedback.

[PokerADHD]

All your videos should go viral. Tackling tough topics like this are golden. Keep them coming azizam!

[yenerica]

Man.. this helps me analyses and clarifies the complaints I've been getting in the past 25 years of my life!!!! Really love your talks Pat!

[TrentonErker]

PBD you talk about things in a way that indicates your depth and breadth of experience and I live it. You don’t owe us anything and you offer so much. Thank you.

[joelow]

how to respond to complaints

1 SPEED
2 avoid conflict (dont fight with them)
3 you cant win them all
4 answer with calling them


tips
1thank them for giving you your time and feedback
2. speak like a human being ●dont be scripted●
3 apologize for experince
4 say u meased up be responsible
5 remain calm.
6 hear them out dont be defensive
7 say we will do better
8 offer a solution
9invite them to return and follow up

[jamesfauren]

I didn't stop to look at the date of the video before I posted this but I would like to say that when a customer is unhappy because of social media they can tell up to 10, 000 people not just 11 these days. I am a restaurant turn and I'd like to thank you for breaking down the different types of complaints I will definitely be passing this on to my management team :)

[SoundNSense]

This is SO GOOD. Thank you for breaking down the different types of complainers and you're spot on about Yelp. We're using this as a training video for our management staff - thanks again!

[AFrolicsomeMind]

Hi there! I just joined a very large global brand and I’m thrilled to be doing telephone customer service for them. I just have to say thank you for this video. I have added it to my very short list of favorite videos on You Tube. Negativity certainly runs rampant in this world, geez. I like the anecdotes you gave about your experiences on both sides of the fence, as a customer and business owner. I enjoy how you speak, it’s energetic and kept me engaged. Three thumbs up!

[holamissrence]

You're a really engaging speaker, sir. I really learned a lot from you in this video. Thank you for sharing this. Now, it's up to me on how to slowly do this in my calls. I'm new to customer service (almost a year on the field) and decided to find videos that would help me provide better customer service to customers who are really upset with our service in general. Anyway, you rock! Will surely subscribe and share. 😀

[lennygalindo]

Thank you Patrick and the entire Valuetainment team! I have learned so much from you and I hope you continue to have success :)! Thank you for sharing.

[dmccreight]

Perfect! I get uneasy with complaints, thanks for covering. I'm going to start doing follow up calls asking about where we can improve in the future.

[PanagiotisRafail]

Great video patrick all these uploads are so useful! I recently read the best thing to get out of an arguement is to avoid it. Thanks for breaking down the different kinds of complaints and how to tackle each one of them!

[luthodondashe]

Two years later, and I’ve only come across this today???!! 😰 Absolutely LOVED every second of this content. Thank you so much for sharing such relevant information with us!😊👌

[Raragonjunior]

Hey Patrick I love the tips on complaints. I never just sat down and thought such simple steps could keep customers happy. Thank you for what you do!

[jamesfauvelnadon]

i like this, i used to do customer service for a tv company and dealing with complaints can be tough, i like your approach.

[TommyReckx]

Thank you! I’m going to work at a part time retail job soon & it is hard for me to handle complaints, but this helps a lot! Thank you, it helps my communication skills a lot more

[dburgessnotburger]

My only complaint: I found this video in 2021, but it was made in 2017! I have been missing out. This is true education right here. Well done to Patrick and the team. Amazing work. Another satisfied subscriber.

[ellz]

This is the best advice on Customer Service, I am huge on customer service, and I hate robotic service, I hate when I am avoided, and dont try to shut me up, let me vent and then handle my situation, but dont try to handle me. Dont tell me to keep calm, I am at level 10 because you are trying to handle me instead of my problem!

[Allinonevrs]

Pat, as always, you have done a phenominal job. I love your advice and I do use it professionally and share it with my entrepreneur community. As for myself, I own a California DMV consulting service and as you can imagine, I deal with complaints most resulting in customers who do not follow detailed instructions. The most difficult part is not becoming defensive as customers love to finger point and avoid responsibilty. Your advice here has definately shed light on my methods and new methods I will have to implement. On a side note, I have watched your video's improve over time. The quality, content, and your personal message conveyed to your audience. I would like to meet you one day even if it's just for a few minutes over coffee. I know that will probably be difficult as your business and popularity grow. Good luck! Please keep up the good work!