How to Handle Customer Complaints About an Employee

Peter B. Stark discusses how to handle situations where multiple customers complain about an employee. Visit peterstark.com/category/customer-service/ for information on customer service and sign up for our newsletters on workplace issues, including customer service: peterstark.com/signup

Transcript:

We all want our customers to be happy and to let us know when something has gone awry, but do you know how to successfully handle situations where multiple customers complain about a long-term employee?

This can put you in a difficult position, but if you do not handle the problem correctly, it will just keep happening. If you don't confront the behaviors that lead to customer complaints, you will lose respect as a leader, not only from your customer, but also from the employee we are discussing, and your other team members as well. The bottom line is you need people on the front line that every customer views as courteous, knowledgeable and dependable.

Following these four steps will help you in dealing with this difficult situation.

First, meet with the employee and discuss if he or she is aware of the complaints. Lead the discussion by asking the following type of question, "What do you feel has changed in the last two months that has triggered these complaints?"

Second, ask the employee if he or she sees these complaints as a problem. Without the employee's agreement that the complaints are a problem, the employee will never be motivated to change this behavior.

Third, ask the employee for suggestions of what he or she is going to do differently so that customers do not describe him or her as rude or arrogant. In case the employee does not have suggestions, you may want to encourage him or her to involve you sooner before the problem escalates with the customer.

Fourth, leave the meeting ensuring that the employee knows that you see his or her behaviors as a problem, that they have plans for this situation in the future, and that the employee is aware that they are a valued member of organization.

Last, what if the employee tells you there is nothing they can do? Let the employee know that you need someone in their position who is not only a technical expert, but also someone who customers describe as courteous, knowledgeable, and dependable in every situation. If there is truly nothing they can do, is it possible they are not fully qualified for this position? Most likely it will lead you back to the third point in this video, what can you do differently.

By the way, if the employee quits over this conversation, this is not the type of employee who truly cares about you or the company's success.