How to Handle Customer Complaints Effectively In Retail | Retail Today With Bob Phibbs, the Retail Doctor - Flash Briefing

Today, I'm talking about how do you handle a complaint. That's such an easy thing to deal with. It's something that everybody needs to know, not just your managers or your assistants, but everyone all the way down the line, because a customer is not going to complain to the highest store manager. They're going to take that person on the sales floor. Here's the four-step process I want you to think about today is first, shut up.

Ask them what happened. Let them tell you everything. You don't have to get into it. You don't have to justify anything. Don't call them stupid or anything. Well, you wouldn't call them stupid anyway, but you wouldn't act like, "Oh, you should have known that." You just want to be quiet and then listen to what they're actually saying, and listen for what they think they want you to do. I don't say like, "Well, what do you want us to do about it?"

You listen and then you say, "Well, here's what I can do," and you're going to give them maybe three choices. "I can give you a store credit. We could look for another one, or I could replace the exact same item for the same item." Whatever you can do, tell them that, and then go through and make that solution and then thank them. When you follow that formula, you'll handle complaints easily.

When they get to you as a manager or the owner, if your whole staff has done that, then they'll come to you with, "This is what we've already suggested, and here's what they are looking for," so that you're not having to overthink every single customer complaint or return. That's what I want you to think about today.

If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!