12 steps to turn customer complaints into positive experiences

No matter how focused your business is on customer satisfaction, the occasional complaint is inevitable. Whether they occur in person at a physical store or through online channels, these complaints provide unique opportunities to turn things around and provide a positive experience.

By actively listening to customer concerns, companies can build empathy, foster trust, and find effective solutions that resolve the issue at hand and encourage that person to come back. To that end, members of the Young Entrepreneur Council share some key actions you can take to respond to negative feedback and create a positive outcome for the customer and, ultimately, your business.

1. Start with an apology

Whether you're handling a complaint online or in-store, start by apologizing for the inconvenience, then reassure yourself that you'll do it right. Customers complain because they had a bad experience with the solutions you offer, which can frustrate them. The first thing you should focus on is calming them down to ensure effective communication. - Stephanie Wells, Terrific Shapes

2. Try to figure out the "why"

When a customer reports a complaint, one of the important steps to take to improve their experience is to understand their issue. Understand why they are having the current problem and build trust with them to ensure you can provide a solution that will satisfy them. - Jordan Edelson, Aperitif Mobile LLC

3. Treat the situation as a gift

As strange as it may seem, when a customer has a complaint, treat it like a giveaway, because most people who have bad experiences don't even bother to leave feedback. Connect with the user and find out exactly what you can do to fix the problem. In many cases, turning a negative one-star review into a glowing five-star review doesn't require a lot of time and effort. - Daman Jeet Singh, FunnelKit

4. Follow an effective script

You absolutely need scripts and training for your teams on empathy and how to handle complaints. The #1 thing consumers need to feel is heard and believed, and then you need to communicate that you want to make it better. Build a rapport with your audience, especially your complaining audience, through active listening and problem solving. -