The first thing you do is make your customer right.
People like to be right. Compliment them. "What," you sputter... "the client has just complained about
my service, my product and you want me to find a compliment
for them?"

Yes. A compliment is easy to give, it costs nothing. And it
appeases your customer.

Here is your quick list for you to think about before doing
any action.

Was the complaint about a service you did for them?
Was the complaint about a product you sold?
Are they demanding a charge back?
Are they in a pleasant mood or a screaming at you mood?

There is nothing more disconcerting than to receive
a screaming email.

Here is a scenario with a web building customer.

I just checked my new website that you built for me.
There are over 5 broken links, and I don't like the
first paragraph. I shouldn't have to pay for this
crap work.

Answer. Wow, what a great job. You know not many of
my clients even bother to check links. I really appreciate
your finding those. I will fix them immediately.

On the paragraph, you are not happy with, do you have
any suggestions that you would like in that paragraph?

Get back to me as soon as you can, so I can make you
one of my many happy customers!

Thanks!

It is very hard to stay mad about something with that
kind of customer support response.

Here is another scenario:

I signed up for your membership site. I can't believe you
charged $40.00 for this site. It has two broken links
and I can't download any of your books.

Answer: Hi, Customer First Name,

Thank you for your purchase, and I am truly sorry that it
has not worked out for you. Of course, I will refund your
money if your are not happy.

Would you mind doing me a favor, since you have been doing
really well with improving your online business. It would
help me tremendously if you could tell me where the two
broken links are. And, since you will be wanting to read many
books to learn how to market your site, you will need to
know how to download your books.

Please send me what problems you are having with
downloading the books that you want to read, so I can
help you.

***
In that scenario, you have offered to refund the money,
you have complimented them and you have asked for their
help. Plus, you have offered to help them.

They cannot stay mad, and most will not charge back, once
they have calmed down. If they do, they will never bad mouth
you, because you gave them what they wanted.

Remember, when a customer is unhappy, you must rectify
the situation. There will always be a customer that
charges back, no matter how great the product is. So,
cheerfully refund their money.

Teresa King
(c) 2003