Dealing with customer complaints

KEY POINTS

• Complaints are an inevitable part of running a business.
• Avoid hasty responses that may escalate the situation.
• Consider taking legal advice before responding to a complaint.
• Dealing with an injunction.

Whatever the business and however much care is taken there is always the likelihood that a customer will complain about the goods services or advice provided.

It is easy for such complaints to be seen as an unjustified attack on the business’s reputation. Some will be perceived as a deliberate attempt by the customer to use the complaints process to delay or even avoid payment.

Unfortunately human nature dictates that some people receiving a complaint will take it personally and will be tempted to defend their good name by ‘having it out’ with the complainant. Without considering the consequences thoroughly...