You should feel blessed if a customer calls to complain and deal with the complaint as quickly and efficiently as possible. A customer who takes the time to complain is a true customer. They have been happy with your service but need something rectified. This customer is not spreading negative comments about your business and you need to secure customer satisfaction as quickly as possible.
I work with staff and sub contractors and I recently had a call re the standard of work of one of the sub contractors. I offered to send the sub contractor back to the job, however this was declined. I offered to go out myself to the customer, however this to was declined. I than agreed to go myself the next time the customer needed our assistance. The customer was happy with this as the job was not badly completed, just not up to the normal company standard.
When a customer complains you need to solve the problem as quick as possible, this could be completing the service again free of charge, giving money back or providing a discounted service. Where possible I always offer to go and fix up the reason for the complaint. In a service industry this is repeating the particular job.
Sometimes a customer is just not happy and complaining in order to get a discount. These customers are dishonest customers and whatever you do or offer to do will not change the fact they want a free or discounted service. If I've a customer who does not accept a repeat free service than I work to the rule that "The customer is always right... once." and I give them the discounted service and walk away. No repeat business.
The reason for the complaint also needs to be looked at. In my case, the worker is a good worker and I chose to give feedback to the worker and re-train.
"A man would do nothing if he waited until he could do it so well that no one could find fault." ~John Henry Newman
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