Everyone is reluctant to receive complaints, but if that feeling is expressed in facial expressions and attitudes, customers may be sensitive to it and even get angry.
Heinrich's Law, "1:29:300" (the result of American engineer Heinrich's analysis of statistics on work-related accident cases), is sometimes applied to claims as well.
In other words, behind one customer complaint, there are 29 other people who are just as dissatisfied but don't actually say anything, and behind those there are 300 people who aren't quite dissatisfied but feel uncomfortable.
If you think about it that way, thinking of the person in front of you as someone who has made a complaint and taking it as something to be grateful for and a valuable opinion, you will be able to calm down a little.

Your attitude and demeanor when asking for feedback is very important.
Here are some things to keep in mind:

① When you first visit, do not sit down and stand up once.
② When the customer is sitting, stand in a position not to look down from directly above or kneel.
③ Do not respond while doing something.Stop the work you are doing and respond.
④ Do not lean on the chair or touch your elbows.
⑤ Do not look at your watch or mobile phone.

Before making a visit, make sure that:

It is said that the key to handling complaints is to simply listen carefully to what the other person has to say.
However, there are some responses and language you need to be careful of.

It gives the other person the impression that "I know that" and "I want to finish the response as soon as possible".

Aizuchi such as "Is it true?" Or "Huh?" Gives the impression that you have doubts about what the other person said, and it is often the case that you are offended.

It is strictly forbidden to put an aizuchi on the other person's story or start this story.

Don't use the paradoxical words "but," "but," "but," and "usually not."

It is also necessary to be careful when saying "So ..." or "I mentioned earlier."

It's taboo to speak in friendly terms to someone younger than you.
Remember, regardless of age, you are still a customer.

You must be especially careful when apologizing for a complaint.

① Ask your boss if you should go alone or ask someone.
② Get dressed.I'm going to apologize, so refrain from wearing flashy colored clothes and flashy accessories.
③ Go out with more time than usual so as not to be late.
④ Prepare items of apology in consultation with your boss.
⑤ Do not go out on your cell phone or check your email during the interview.
6) When giving an apology gift, do not give it suddenly, but give it at the right time depending on the other person's reaction after they have finished apologizing.
Take as much of the gift out of the paper bag as possible and hand it over properly.
⑦ Until you leave the other party's building, stay alert and apologize until the end.

There are people who often apologize, but also do the following things:
You must always make sure that the focus is on apology.

(XNUMX) At the visit of apology, we will sell a new product even though the other party does not want it.
(XNUMX) Refer to other companies and speak badly about other companies.
③ Call the apology and give the contact information as an incidental note.
④ Write an apology like a promotion, or include a leaflet or information about the campaign.

There are various ways to handle complaints, but be careful not to handle them incorrectly as this could lead to a secondary complaint.
It depends on the content of the complaint and your relationship with the other party, but sensibilities also differ depending on industry and generation, so it's important to make appropriate judgments rather than relying solely on your own common sense.

① Should I visit?
② Should I call you?
③ Should I write an apology?
④ Should I respond promptly by email?
⑤ Would it be better to combine ① to ④?

Dealing with a complaint is an emotional experience for anyone, but on the other hand, there is also a sense of fulfillment when the other person is convinced and says, "Thank you, I'm glad I talked to you."
In the business world, whether or not people can communicate with each other emotionally is a major point.