Misunderstandings and mistakes happen in every business. How you deal with the customer complaints that result is very important. After all, you don't want those customers to take their business elsewhere. You can deal effectively with customer complaints.
Put specific people in charge of handling complaints. You want people who are trained in handling complaints and who are available to listen. Don't actually call it the Complaint Department, though. This will make people think you make a lot of mistakes.
Keep a good attitude about complaints. OK, no one actually likes to listen to complaints. However, complaints are a way to learn how to improve your business.
Listen. Customers want to be heard and understood.
Apologize for the problem. It doesn't matter that the customer may, in fact, have been wrong.
Try to fix the problem or make it up to your customer in some way.
Give them something to show your appreciation. It doesn't have to be much. Coupons are a good idea.
Keep records of complaints. This will allow you to analyze what is going wrong and make changes.
Don't take complaints personally.