If a user complains, what is the best way to handle it?

Question

Kevin Lau · Accepted Answer

@ag94 hahaha😄

Answer

Give the user your full attention.
Avoid interrupting.
Repeat back what you've heard to ensure understanding. 🥰

Stephen Maden · Answer

Use phrases like "I can see why that would be frustrating. 🌟

Alexander Galitsky · Answer

Complain back until they stop 🛑

Tara Fitzgerald · Answer

Show that you understand their frustration. 🌟🌟

A Chenchen · Answer

tips from my lecturer firstly, apologize no matter whose fault it is, secondly, if there is something wrong with the product, find out where the error is and fix it, if it's wrong, tell the user carefully so they understand

Valianto · Answer

Analyze the complains

Avhijit Nair · Answer

@joy_kalu1 Very good advice!

Dila · Answer

Allow the customer to express their concerns fully without interruption. Also, offer an apology for their experience, regardless of fault. Clarify any details to fully understand the issue. This will show you care about resolving it. Then, providing a resolution that aligns with company policy. It can be refund or etc.

Sudha Reddy · Answer

@joy_kalu1 Spot on. I think first acknowledging and understand what they are dealing with and being sorry that they had to deal with and showing this to the customer eases half the problem. Then try and see help them solve it is the next step

Prateek · Answer

When a user complains, it’s more than just an issue to fix—it's a chance to build a deeper connection with them. First, really listen to what they're saying. Sometimes people just want to feel heard before you even start talking about solutions. A simple “I get it, that sounds frustrating” can go a long way in calming things down.

Next, be transparent. People appreciate honesty, so if something went wrong, own it. Tell them what happened in plain language, and avoid hiding behind technical jargon or excuses. They’ll respect the honesty more than a polished PR response.

Then, do everything you can to fix it quickly. No one likes to wait around for a solution, especially if they’re feeling frustrated. If it’s something you can’t fix right away, be upfront about it, but let them know what steps you’re taking and when they can expect things to be back on track.

And hey, if you can go the extra mile—whether it's offering a free upgrade or extending a trial period—that gesture often turns a negative experience into a positive one. People appreciate those little things that show you care.

Lastly, don’t just fix the problem and disappear. Follow up after the fact to make sure everything’s running smoothly again. That extra bit of care leaves a lasting impression and turns a one-time complainer into a loyal user who feels valued.

jackCheng · Answer

To understand and analyze what the root cause of the complaint is, if it is related to the product, to respond positively, if it is irrelevant, to fully explain and apologize to the user

Adi · Answer

Always anser politly and hear your customers. If his complain is justified then act accordingly. If it is against your policy, nicely reject what he says/wants.

Business Marketing with Nika · Answer

At first, you need to show empathy – to calm him down, then offer him solutions or alternatives.

If a user complains, what is the best way to handle it?

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