Coloring Outside the Lines

7 Steps to Resolving Your Customers Complaints

Service recovery refers to the actions taken by a business to address and resolve customer complaints and issues. You have heard me say many times that (like the title of a book written by Janelle Barlow), “A complaint is a gift”

Here are some tips for effective service recovery:

1. Act quickly: Respond to the complaint as soon as possible to prevent further frustration and dissatisfaction.

2. Listen carefully: Listen to the customer's concerns and try to understand their perspective. Empathize with their situation and acknowledge their feelings.

3. Apologize sincerely: Offer a genuine apology for any inconvenience caused to the customer.

4. Resolve the issue: Identify the problem and take steps to resolve it. Offer a solution that is satisfactory to the customer.

5. Follow up: Follow up with the customer after the issue has been resolved to ensure that they are satisfied with the outcome and to prevent the issue from happening again in the future.

6. Train your staff: Make sure that your employees are trained in service recovery techniques so that they can handle customer complaints effectively.

7. Use customer feedback: Use feedback from customers to improve your products and services and prevent similar issues from happening in the future.

Remember, effective service recovery can turn a negative experience into a positive one and can create loyal customers who will continue to do business with you.

For more tips on improving CX and creating personalized experiences for your customers, check out

Keynote Speaker Jeff Tobe on Customer Services Jeff as a keynote speaker, he has spoken in over 50 countries and trained organizations in customer service experience strategies.

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