How not to treat a complaint

Last week I had cause to register a concern about an issue of confidentiality with a supplier (who will remain nameless). I emailed, and then called to speak to someone by telephone. On receipt of my call I wasn't listened to (and yes, I had checked that now was a good time and if they could take my call before launching in to raising the issues), my concerns were not recognised and ... to top it all ... the person receiving my call told me that if I put my complaint in writing she would resign. Clear evidence of blackmail for not wanting customers to complain!!

So, how do you handle a complaint effectively - it has been said that a complaining customer, once satisfied will become a devout customer and recommend your services to many others. Isn't that worth taking a little time over?

1. Listen - don't interrupt!
2. Repeat back the main concerns you have heard to check you have understood
3. Apologise (regardless of who is at fault) and thank the customer for bringing their concern to your attention
4. Address their concern - say what you can do, or who you need to refer it to
5. Check the customer is satisfied after the complaint has been resolved

Welcome customer complaints. Surely you would rather they brought matters to your attention to rectify rather than moan behind your back and take their business elsewhere without you knowing why.