Customer complaints

As a small business, it's up to you to initiate good communication. You can't rely on your customers to tell you what they think, or supply feedback.

Women in red blazer looking into her laptop in distress

Customer complaints - overview

Not every unhappy customer complains - often they just go to a competitor. Others will scream and shout. How to resolve issues and retain business.

Customer filling out customer satisfaction survey with a pen
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BSI customer satisfaction standards

BSI British Standards have published two standards to help organisations improve customer satisfaction. This article explains what they cover.

Awkward customer not playing ball in a board meeting
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Dealing with awkward customers

Hard-to-please customers can create a dilemma for small business owners: should you bend over backwards to keep them happy or let their business go?

A man is complaining to a waitress in a cafe
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Golden rules of complaints handling

Although no one likes receiving a complaint, they provide an opportunity to identify and rectify problems with your current systems or product.

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Types of complaining customers

When customers are dissatisfied with the service you're providing they fall into one of four kinds of complainers. How do you tailor your response?

An unhappy customer calls a customer service line to complain
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Handling customer complaints - checklist

A clear complaints-handling procedure enables you to resolve issues and maintain a positive relationship with customers. Use our checklist to better manage customers' complaints.