How to Handle Customer Complaints Like a Pro
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- čas přidán 22. 05. 2024
- For detailed notes for this video, visit www.patrickbetdavid.com/how-to...
I'm going to make a prediction. There's little chance this video will go viral. Here's why. Because no one cares to talk about customer complaints. But I want to challenge you to listen to this whole thing because it will save you a lot of sleepless nights, make and save you a lot of money, and create a culture for your company. So let's get right into it.
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5 Types of Customer Complainers
#1: The Valid Complainer - 1:11
#2: The Pessimist - 1:34
#3: Like Your Product, Disagree with Your Belief - 1:50
#4: An Actual Enemy - 5:04
#5: Trolls - 08:05
How to Handle Customer Complaints - 9:10
#1: Speed is Your Game - 10:08
#2: Don't Avoid Conflict - 10:38
#3: You Can't Win Them All - 12:03
#4: Get on the Phone - 12:07
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Love your videos & you! May I suggest, instead of Milton Friedman, Austrian Economics? Milton Friedman Economics I studied, it works until a certain point, but Austrian Economics does. Thanks!
Thank you,man.
U are the BEST...No bullshit n go straight to the point sharing.
Good Job. I've learnt so much.
Good Job n keep it up.
Thanks again
I'm Patrick too....U hv nice name 😀😀😀😀🤣🤣🤣
BNN is real, and entertaining.
Hey Pat! There is a gnn! I’ll post the link for you when I get in WiFi in a little bit
Here bc a few customers be testing my patience recently ... lol hopefully this helps
Lol same man
same man
same
Same. How is everyone’s situation so far ?
😂😂😂😂😂
It's our job to hear out customer complaints and get better; it's basically free counsel. Thank the customers for the time they've taken to give feedback.
how to respond to complaints
1 SPEED
2 avoid conflict (dont fight with them)
3 you cant win them all
4 answer with calling them
tips
1thank them for giving you your time and feedback
2. speak like a human being ●dont be scripted●
3 apologize for experince
4 say u meased up be responsible
5 remain calm.
6 hear them out dont be defensive
7 say we will do better
8 offer a solution
9invite them to return and follow up
That actually isn't enough without going into dept.
This is actually very helpful thank you
Alright, this is how they handle complaints in my city:
1. Delay and if possible avoid to respond
2. Argue and discuss with the customer
3. If desired, feel free to use patronising demeaning language
4. NEVER care, review or change anything
No man, he said "DON'T avoid conflict"
@@haczabim they could sue the company. Then you could get in trouble. I wouldn't avoid them.
I didn't stop to look at the date of the video before I posted this but I would like to say that when a customer is unhappy because of social media they can tell up to 10,000 people not just 11 these days. I am a restaurant turn and I'd like to thank you for breaking down the different types of complaints I will definitely be passing this on to my management team :)
Man.. this helps me analyses and clarifies the complaints I've been getting in the past 25 years of my life!!!! Really love your talks Pat!
PBD you talk about things in a way that indicates your depth and breadth of experience and I live it. You don’t owe us anything and you offer so much. Thank you.
All your videos should go viral. Tackling tough topics like this are golden. Keep them coming azizam!
Two years later, and I’ve only come across this today???!! 😰 Absolutely LOVED every second of this content. Thank you so much for sharing such relevant information with us!😊👌
This is SO GOOD. Thank you for breaking down the different types of complainers and you're spot on about Yelp. We're using this as a training video for our management staff - thanks again!
Hi there! I just joined a very large global brand and I’m thrilled to be doing telephone customer service for them. I just have to say thank you for this video. I have added it to my very short list of favorite videos on You Tube. Negativity certainly runs rampant in this world, geez. I like the anecdotes you gave about your experiences on both sides of the fence, as a customer and business owner. I enjoy how you speak, it’s energetic and kept me engaged. Three thumbs up!
Thank you! I’m going to work at a part time retail job soon & it is hard for me to handle complaints, but this helps a lot! Thank you, it helps my communication skills a lot more
You're a really engaging speaker, sir. I really learned a lot from you in this video. Thank you for sharing this. Now, it's up to me on how to slowly do this in my calls. I'm new to customer service (almost a year on the field) and decided to find videos that would help me provide better customer service to customers who are really upset with our service in general. Anyway, you rock! Will surely subscribe and share. 😀
Hey Patrick I love the tips on complaints. I never just sat down and thought such simple steps could keep customers happy. Thank you for what you do!
This is the best advice on Customer Service, I am huge on customer service, and I hate robotic service, I hate when I am avoided, and dont try to shut me up, let me vent and then handle my situation, but dont try to handle me. Dont tell me to keep calm, I am at level 10 because you are trying to handle me instead of my problem!
Are you ever a happy customer or do you look to troll customer service? You're the reason why customer service will not be done by humans and then you will really be pissed when every call center is handled by a robot. Reap what you sow.
Information is spot on, i had employees on a temporary job provide a poor service , but because i handled the customer complain so well and they loved the solution i provided they awarded my a year long contract rather than a two day contract.
i like this, i used to do customer service for a tv company and dealing with complaints can be tough, i like your approach.
Thank you Patrick and the entire Valuetainment team! I have learned so much from you and I hope you continue to have success :)! Thank you for sharing.
Hey Patrick Bet David you have shown an amazing video on how to deal with complaints and different types of customers. I'm too from an Airline travel industry and handling many customers on daily basis at times its a real challenge to deal with them.
Thanks for the great advice.
Great video patrick all these uploads are so useful! I recently read the best thing to get out of an arguement is to avoid it. Thanks for breaking down the different kinds of complaints and how to tackle each one of them!
Pat I just want to say thank you your messages are very valuable to me I work as a cabdriver some of things you say read into what I do I'm looking to start my own business right now I'm going through a messy divorce so it's not the right time but I like the way you speak to me I like the the things you say you come through clearly and concisely and you explain everything to a T I really appreciate your CZcams channel thank you
Perfect! I get uneasy with complaints, thanks for covering. I'm going to start doing follow up calls asking about where we can improve in the future.
I understand but the bigger of a business you built, you get more of them. Once you create a system for it, it gets easier.
A complaint presents the opportunity to show just how great you can be! No, the customer is NOT always right, but you have to deal with them like they are. (Yes, there are always exceptions, of course.)
My only complaint: I found this video in 2021, but it was made in 2017! I have been missing out. This is true education right here. Well done to Patrick and the team. Amazing work. Another satisfied subscriber.
Pat, as always, you have done a phenominal job. I love your advice and I do use it professionally and share it with my entrepreneur community. As for myself, I own a California DMV consulting service and as you can imagine, I deal with complaints most resulting in customers who do not follow detailed instructions. The most difficult part is not becoming defensive as customers love to finger point and avoid responsibilty. Your advice here has definately shed light on my methods and new methods I will have to implement. On a side note, I have watched your video's improve over time. The quality, content, and your personal message conveyed to your audience. I would like to meet you one day even if it's just for a few minutes over coffee. I know that will probably be difficult as your business and popularity grow. Good luck! Please keep up the good work!
Great advice. Speed and solving the problem to avoid same concern- very true. Sometimes companies just do bandage treatment rather than fixing the problem. Thanks for the reminders
Loved the voice tone You used Pat in the infomercial, and thank You for a video on this topic. Liked it very much and it was very informative. Thanks to all in the Valuetainment team.
Love this video, not only is it entertaining but transparent and informative. I was looking for the proper way a business should handle an issue, as I believe a local business handled my complaint poorly. CZcams, to the rescue, because maybe I was in the wrong with how I handled the issue. Conclusion: the business did not handle the issue correctly, but I could have expressed my frustration better. Thank you for a great video.
Great advice to boost customer satisfaction. Well done once again.
great tips, handling complaints are always hard. i think listening first and letting the customer rant will give you time to think of a quick solution. Often times people also back paddle after saying bad things. so holding back on saying something right after a complaint can do both you and your customers good.
OH HELL YA I loved this! made me feel a little better I forget sometimes I'm actually in the right track with how I handle things I just need props and guidance this was literally feedback from myself by just deciding to watch it and I can now see the areas I got the concept on and how to nail those skills AND some ! Thank you for this awesome post!!! Honestly applies majorly to my life!
I don't subscribe to a lot of channels but this is irresistible. Great informations. Subscribed.
i like this guy, he is just real and genuine, with great advice, may God bless u
So much business wisdom in 20 minutes... i instantly subscribed and click notified. Do keep it up. Would also appreciate if you listed the steps of managing complaints in the description box. Thank you! So so awesome..
this video has increased my knowledge and I hope to be a great leader like Patrick. Thank you
You hit the nail on the head with Yelp. They tried to get over on me. Great tips. Much needed!!!!
This helped quite a lot. As a business owner, it's given me a better way to look at complaints. Thank you.
Dear Patrick. You have an awesome attitude ...
You're basically the mentor I wish I had and value on youtube. Thank you.
I like how accurate he was about yelp. Finally, somebody gets it.
Pat you've really changed my life. Thanks for all the great content!
Amazing content as always Pat!!
you're giving so mouch advise to us, i will never be so alive to thank you for all this ! god bless you pat greetings from Vnezuela!
I’ve just become a manager and this is super helpful. Thank you for this video!
wow this is one of my favorite videos of yours, absolutely amazing
Love the attention to detail. An ACTUAL picture of Patrick!
Great video share ! Thank you! Especially the PF Chang story and 5 types breakdown.
Good stuff patrick.....had a boss once tell me he loved to deal with customers upset....i said why?
Because it gave him an opportunity to sell more.
I never bought into that nonsense however i understood it.
Thanks again Patrick.....keep up the good stuff.
The scene where you started selling the pillow was the funniest. I busted out laughing and rewound it several times. I love your videos. That was the best smile that you have put on my face so far.
Good video, the points were clear, as we all know without customers there's no business so we MUST take our customers complaints into consideration. Am soon to become an entrepreneur and these videos are encouraging me along the way thanks Mr. David and team you guys are doing a great job, the ending of the video was funny you just help that company with some sales lol. blessings
Back in Kansas. Squad checking in! This was another great video. I'm using some of this advice at the office right now.
I don't consider my job work, I show up with a great joy in my heart to engage energetically with my fellow light beings. We keep a flow of positivity radiating, multiplying, and so abundant that it aligns perfectly so that we all are connected I'm connecting. I have always enjoyed experiencing the abundance we can manifest together. And everyday I leave work so overflowing energetically.
Thank you Patrick. Valuable information as always!
Damn, it makes me feel so good and so glad that I've subscribed this channel. I've learned so many new things about, money and entrepreneurs and life in general. I belive that this channel hits 1m subs easily, and pretty soon, cause that advice You guys give to people is really usefull and I might be wrong but I belive it's only such channel, at least for entrepreneurs. I must thank you for this! So keep it up!
You a great sense of humour Pat..It will help in future handling complaints. Thanks
I got my first one today & she quit. But this is a learning experience, I need to listen to the customer.
Pat you are the best. Thanks for being an inspiration to me and my family.
Just discovered your channel, AMAZING!!!
Thank you sir. I really appreciate your video. It will definitely improve my job experience in handling the complaints.
big ups to you for blessings the masses with this free information on a regular
Where are you from? Your Accent is so clear. Thanks 🙏🏼 I got most of the tips you give us. I’ll follow all of them, because in my company our partners need to support all the time, and I believe in it as the best way to improve a business and achieve success.
Really well done. I've read and hopefully absorbed some. it seems to be told from a "perfect case" scenario in which an error truly was committed. What if the customer is complaining/ expressing themselves in a not so nice way? Meaning just complain.
Or one of those complainers wear you out.
Hi Pat and all valuetainment team!
First of all, Thanks for the video and the topic approached!
You've mentioned about keep calm.. can you make a video on how to keep calm? I know for sure that will help not only in business but also in personal life! Thanks! 💪
Thanks, you got some good information in here. I work retail and have been looking for this kind of thing.
YOU SIR JUST EARNED A SUBSCRIBER! THANK YOU FOR THIS! HAVE NOT RECEIVED ANY COMPLAINTS YET BUT I HAD TO WATCH THIS JUST IN CASE! THANK YOU AGAIN!
Love the way you you explained this... New subscriber😀
Another superb video and just as the channel's name "Valuetainment" the video has immense value and highlights several mind blowing facts and ideas. The contents are totally relatable to every business and country.
Awesome video Patrick sir !!! #LovefromIndia :)
Another great video !! Love the easy approach!! Do you ever have a bad video?? Lol every single video I saw just amazing !!! ;)
Loved this episode. Great stuff👏🏾
Very helpful! I subscribed to your channel after this video. And going to add this information to my trainings for the staff at work.
Thank you for this video content @valuetainment. I've rewatched it and taken down some notes to make sure I can apply the stuff you taught here. More videos like this please! I'm in the service industry and this is just so on point about handling complaints. How about ways to ask for more referrals?
amazing content... really helpful and you're an awesome storyteller. God Bless.
These videos are priceless. Thank you! 🙏🏼
Love you Pat and Valuetainment!!!!!!!!!!!!!!!
Really appreciate these gems patrick
Thank you :-). I look forward to apply this knowledge into my interview skills as I am in the customer service industry.
Damn this channel is growing like crazy. Shoutout to Valuetainment!
Very valuable and informative! Keep up the great work!
Patrick Bet-David, wow! Thanks for sharing lessons that you have learned.
Love your videos, I really enjoy it on my lunch break at work. I trying to build a business and your videos is so helpful. Thank you so much for making them.
Where he is from? Do you know? I think his accent so clear, at least for me because I’m from Brazil, and I’m begging in English, but i got all the things that he said in this video ... not just it, but the deep meaning of the tips.
His accent sounds like Brazilian accent. 😅
I worked two jobs at the same time. First job I’d been there years and had no idea how to handle complaints. Second job complaints all the time. All the types of complainers you are talking about. But because I dealt with complaints so much I learned that you cannot just pacify or ignore complainers. It’s valid. (Can I add Gordon Ramsey taught this lesson, too. Chefs won’t improve if the wait staff doesn’t tell chef they cooked something wrong or badly). So no I’m just back to first job and this is such an important lesson. (Most, if not all) people have a reason to complain. Their time is valuable and we care. But if people ignore the complaints companies cannot improve. One of the biggest complaints we receive is about changes that have been made. I have found customers that complaint don’t understand the benefits and we have to teach them through the process of validating their complaint. They feel valued and that they were heard and we can explain how change can be beneficial
You are amazing and some times I wish you keep talking without stopping
Thanks a lot 👍🏼
thank you so much for sharing your knowledge, I have learned so much and currently binge watching (while I cook, clean and care for my kiddos haha) as I prepare myself for a potential home based job in the customer support/experience field so I won't make a fool of myself. I appreciate the content!
+eyecandymakeup86 there you go. You sound like. Super mom.
Love this. We had one recently who sent an error to us in an account number for a transaction. When the transaction wasn't approved, they blamed us for typing it in wrong (that didn't happen and we have the documentation) but telling them that did absolutely nothing. It was like in one ear and out the other. They won't even look at the documents where we showed that it was keyed properly. They rebuttled instantly with filing complaints with departments against our licensing (over a failed payment transaction??!). At that point, I wanted to cuss them. I find myself here trying to find a better solution than cussing them haha. Misunderstandings can definitely lead to complaints, and some customers just refuse accountability. But they are still customers we have to deal with. Sometimes we have to back down and say sorry even if we didn't do anything wrong.
First time watching your videos, true to your word! a viral video.....value well delivered.
So much knowledge and useful information. I appreciate it :) Great channel.
I am working in retail. I had an amazing manager when customer complaint he never took them seriously and always backed up the whole team because he was that inteligent the he knew that the customers are just doing that to make our team down and he was so amazing that when customer complain (normally its something out of blue) he politely was asking them to go out of the branch because he knew how hard the team is working and he knew us as a team. The whole hr loved him 😂😄😁
Great advice, very impressive, Thank you Patrick!
Great advice on handling complaints. Another idea: read the book, "Extreme Ownership." Own the problem and exceed their expectations. Yes - there are trolls out there but what goes around comes around.
Eric Cunningham jocko willink? Love the guy
Automatically like your videos you're a fantastic person for making these videos
This was an incredible video. Thank you!
Thanks for this video. As a business owner (HauteTrader.com) I strive to provide great customer support but sometimes you need the tactics required to do this with excellence. It can be very hard when you are dealing with an irate customer.
Thank you for this advice, extremely helpful.
He talks really well !! I need him as a teacher
Very true
Great video as always, my favorite business related channel on the tube :)
Sir u r doing great job. I am a student after watching ur videos my life changed. Now i am also an entrepreneur. I have drop out my college and now started my business. Thank you for these contents.
+Shruti Mishra 👍🏼👊🏼
Valuetainment 😊😊
I cannot thank you enough for this... my favorite part was the how to step by step handle complaints, because afteral valuetainment is a how to channel which cuts through the bullshit. Thank you patrick for this, thank you valuetainment team. BNN part was hilarious , that made me laugh :D
What I needed when sales are going crazy 😅
Great video. Thank you for all this information.
i love your advise.it will help me a lot to deal with customer complaints .