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The first thing to do to turn a customer complaint into a customer opportunity is as soon as the customer has a problem, say thank you. Thats it. Thank you. Thanks for telling us weve got a problem. Thanks for telling us about it. Its really hard for somebody to be angry at you when youve just said thank you to them. Thats the simplest and most powerful thing you can do. People struggle to do it because they instantly go into defensive mode. Oh theyre complaining. Oh they got a problem. How am I going to fix this? More brain damage. Just say thank you. Thanks for telling us about the problem, lets have it sorted out. The customer goes a little lower then, you go a little lower then, its easy to deal with. And then all you have to do is let them burst their bubble. Just let them burst their bubble. Thats rule #1. Theres 6 rules in the little booklet -- how to handle a customer complaint to turn it into a customer opportunity -- the opportunity being you can win them for lif
