“Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business”-Zig Ziglar
Listening to a complaining customer is difficult, but extremely important to show that you care about them and their problem. First listen and show empathy and then take action to fix the issue! Then go back and ask for continued feedback on how your doing. Show the customer that their input helped you fix the issue or process or product delivery and they will develop into a very loyal long term customer! It is the customer that complains that wants to stay with you! IF they don’t complain, you know they truly aren’t going to stay with you.