How to Handle Customer Complaints Like a Pro

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Valuetainment

Valuetainment

5 yıl önce

For detailed notes for this video, visit www.patrickbetdavid.com/how-to...

I'm going to make a prediction. There's little chance this video will go viral. Here's why. Because no one cares to talk about customer complaints. But I want to challenge you to listen to this whole thing because it will save you a lot of sleepless nights, make and save you a lot of money, and create a culture for your company. So let's get right into it.

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5 Types of Customer Complainers

#1: The Valid Complainer - 1:11

#2: The Pessimist - 1:34

#3: Like Your Product, Disagree with Your Belief - 1:50

#4: An Actual Enemy - 5:04

#5: Trolls - 08:05

How to Handle Customer Complaints - 9:10

#1: Speed is Your Game - 10:08

#2: Don't Avoid Conflict - 10:38

#3: You Can't Win Them All - 12:03

#4: Get on the Phone - 12:07

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Valuetainment- The best channel for new, startup and established entrepreneurs.

Schedule: New episodes every Tuesday and Thursday on a broad array of entrepreneurial topics.

YORUMLAR: 480
Valuetainment
Valuetainment 2 yıl önce
Share your thoughts with Patrick Bet-David by texting 310.340.1132 or click here my.community.com/patrickbetdavid
I'm WORTH IT!
I'm WORTH IT! Aylar önce
Hey Pat! There is a gnn! I’ll post the link for you when I get in WiFi in a little bit
Baddawg 313
Baddawg 313 Yıl önce
BNN is real, and entertaining.
Patrick Ong
Patrick Ong Yıl önce
Thank you,man. U are the BEST...No bullshit n go straight to the point sharing. Good Job. I've learnt so much. Good Job n keep it up. Thanks again I'm Patrick too....U hv nice name 😀😀😀😀🤣🤣🤣
Mike Castellano
Mike Castellano 2 yıl önce
Love your videos & you! May I suggest, instead of Milton Friedman, Austrian Economics? Milton Friedman Economics I studied, it works until a certain point, but Austrian Economics does. Thanks!
ItsG
ItsG 2 yıl önce
Here bc a few customers be testing my patience recently ... lol hopefully this helps
KRAT0S
KRAT0S Aylar önce
same
Adam batakji
Adam batakji 5 aylar önce
same
y a
y a Yıl önce
same man
CK 32
CK 32 Yıl önce
Lol same man
Yvonne Ruvinski
Yvonne Ruvinski 5 yıl önce
It's our job to hear out customer complaints and get better; it's basically free counsel. Thank the customers for the time they've taken to give feedback.
YenErica
YenErica 5 yıl önce
Man.. this helps me analyses and clarifies the complaints I've been getting in the past 25 years of my life!!!! Really love your talks Pat!
Lenny Galindo
Lenny Galindo 5 yıl önce
Thank you Patrick and the entire Valuetainment team! I have learned so much from you and I hope you continue to have success :)! Thank you for sharing.
Swig & Smoke BBQ
Swig & Smoke BBQ 5 yıl önce
All your videos should go viral. Tackling tough topics like this are golden. Keep them coming azizam!
Paul Adonis Peters
Paul Adonis Peters 5 yıl önce
Great advice to boost customer satisfaction. Well done once again.
Sarah Homan
Sarah Homan Yıl önce
This is SO GOOD. Thank you for breaking down the different types of complainers and you're spot on about Yelp. We're using this as a training video for our management staff - thanks again!
Errol Tiozon
Errol Tiozon 5 yıl önce
Thank you for this video content @valuetainment. I've rewatched it and taken down some notes to make sure I can apply the stuff you taught here. More videos like this please! I'm in the service industry and this is just so on point about handling complaints. How about ways to ask for more referrals?
Rudis Aragon Jr.
Rudis Aragon Jr. 5 yıl önce
Hey Patrick I love the tips on complaints. I never just sat down and thought such simple steps could keep customers happy. Thank you for what you do!
Trenton Erker
Trenton Erker 2 yıl önce
PBD you talk about things in a way that indicates your depth and breadth of experience and I live it. You don’t owe us anything and you offer so much. Thank you.
Panagiotis Rafail
Panagiotis Rafail 5 yıl önce
Great video patrick all these uploads are so useful! I recently read the best thing to get out of an arguement is to avoid it. Thanks for breaking down the different kinds of complaints and how to tackle each one of them!
All In One Vehicle Registration Service
All In One Vehicle Registration Service 3 yıl önce
Pat, as always, you have done a phenominal job. I love your advice and I do use it professionally and share it with my entrepreneur community. As for myself, I own a California DMV consulting service and as you can imagine, I deal with complaints most resulting in customers who do not follow detailed instructions. The most difficult part is not becoming defensive as customers love to finger point and avoid responsibilty. Your advice here has definately shed light on my methods and new methods I will have to implement. On a side note, I have watched your video's improve over time. The quality, content, and your personal message conveyed to your audience. I would like to meet you one day even if it's just for a few minutes over coffee. I know that will probably be difficult as your business and popularity grow. Good luck! Please keep up the good work!
tripjet999
tripjet999 2 yıl önce
A complaint presents the opportunity to show just how great you can be! No, the customer is NOT always right, but you have to deal with them like they are. (Yes, there are always exceptions, of course.)
joe low
joe low 5 yıl önce
how to respond to complaints 1 SPEED 2 avoid conflict (dont fight with them) 3 you cant win them all 4 answer with calling them tips 1thank them for giving you your time and feedback 2. speak like a human being ●dont be scripted● 3 apologize for experince 4 say u meased up be responsible 5 remain calm. 6 hear them out dont be defensive 7 say we will do better 8 offer a solution 9invite them to return and follow up
Fatin Shakinah
Fatin Shakinah Yıl önce
@SadamWahidin no la .. you can respond by reply, im the manager. If its a call centre, can say that we are having a high call volume and you are helping to clear the call. Always have a solution .
SadamWahidin
SadamWahidin Yıl önce
No 1. Call the manager ( end ) If you are manager, then call the owner ( end ) - end of your career
Theresa Mendoza
Theresa Mendoza Yıl önce
Thank you I’m at work and needed a quick help
Caitlin Manansala
Caitlin Manansala 2 yıl önce
@L7D they could sue the company. Then you could get in trouble. I wouldn't avoid them.
monkeysmack
monkeysmack 2 yıl önce
No man, he said "DON'T avoid conflict"
Zephaniah Langley
Zephaniah Langley 5 yıl önce
Pat you've really changed my life. Thanks for all the great content!
Life Goals
Life Goals Yıl önce
Thank you! I’m going to work at a part time retail job soon & it is hard for me to handle complaints, but this helps a lot! Thank you, it helps my communication skills a lot more
Divyansh Meena
Divyansh Meena 5 yıl önce
I cannot thank you enough for this... my favorite part was the how to step by step handle complaints, because afteral valuetainment is a how to channel which cuts through the bullshit. Thank you patrick for this, thank you valuetainment team. BNN part was hilarious , that made me laugh :D
Milagros Imperial
Milagros Imperial 2 yıl önce
Great advice. Speed and solving the problem to avoid same concern- very true. Sometimes companies just do bandage treatment rather than fixing the problem. Thanks for the reminders
Lutho Dondashe
Lutho Dondashe 2 yıl önce
Two years later, and I’ve only come across this today???!! 😰 Absolutely LOVED every second of this content. Thank you so much for sharing such relevant information with us!😊👌
David Mccreight
David Mccreight 5 yıl önce
Perfect! I get uneasy with complaints, thanks for covering. I'm going to start doing follow up calls asking about where we can improve in the future.
Valuetainment
Valuetainment 5 yıl önce
I understand but the bigger of a business you built, you get more of them. Once you create a system for it, it gets easier.
Jainil Patel
Jainil Patel 5 yıl önce
It's nice to see you pat uploading more and more frequently:) more to see, more to improve, more to do. Thanks and keep it up:)
Kim Chacon
Kim Chacon 5 yıl önce
OH HELL YA I loved this! made me feel a little better I forget sometimes I'm actually in the right track with how I handle things I just need props and guidance this was literally feedback from myself by just deciding to watch it and I can now see the areas I got the concept on and how to nail those skills AND some ! Thank you for this awesome post!!! Honestly applies majorly to my life!
Maam Arl Florence
Maam Arl Florence 2 yıl önce
You're a really engaging speaker, sir. I really learned a lot from you in this video. Thank you for sharing this. Now, it's up to me on how to slowly do this in my calls. I'm new to customer service (almost a year on the field) and decided to find videos that would help me provide better customer service to customers who are really upset with our service in general. Anyway, you rock! Will surely subscribe and share. 😀
Alex Habib
Alex Habib 5 yıl önce
Pat you are the best. Thanks for being an inspiration to me and my family.
xrecent
xrecent 5 yıl önce
great tips, handling complaints are always hard. i think listening first and letting the customer rant will give you time to think of a quick solution. Often times people also back paddle after saying bad things. so holding back on saying something right after a complaint can do both you and your customers good.
David Henderson
David Henderson 5 yıl önce
Pat I just want to say thank you your messages are very valuable to me I work as a cabdriver some of things you say read into what I do I'm looking to start my own business right now I'm going through a messy divorce so it's not the right time but I like the way you speak to me I like the the things you say you come through clearly and concisely and you explain everything to a T I really appreciate your TRshow channel thank you
Ron Callahan
Ron Callahan 2 yıl önce
Really well done. I've read and hopefully absorbed some. it seems to be told from a "perfect case" scenario in which an error truly was committed. What if the customer is complaining/ expressing themselves in a not so nice way? Meaning just complain. Or one of those complainers wear you out.
AFrolicsomeMind
AFrolicsomeMind 4 yıl önce
Hi there! I just joined a very large global brand and I’m thrilled to be doing telephone customer service for them. I just have to say thank you for this video. I have added it to my very short list of favorite videos on You Tube. Negativity certainly runs rampant in this world, geez. I like the anecdotes you gave about your experiences on both sides of the fence, as a customer and business owner. I enjoy how you speak, it’s energetic and kept me engaged. Three thumbs up!
Walter G. Reyes
Walter G. Reyes 2 yıl önce
Thank you sir. I really appreciate your video. It will definitely improve my job experience in handling the complaints.
ddbois2001
ddbois2001 2 yıl önce
Thank you for this video. I sell new homes and have been getting hammered all month for construction delays. I am feeling so overwhelmed and this video is so helpful. Will you be able to help with delivering bad news when we cannot make the change the buyer wants? Thanks! -MD
Gemma Sandford
Gemma Sandford 2 yıl önce
I’ve just become a manager and this is super helpful. Thank you for this video!
silvan mcleod
silvan mcleod 5 yıl önce
Good video, the points were clear, as we all know without customers there's no business so we MUST take our customers complaints into consideration. Am soon to become an entrepreneur and these videos are encouraging me along the way thanks Mr. David and team you guys are doing a great job, the ending of the video was funny you just help that company with some sales lol. blessings
inovationmelody
inovationmelody Yıl önce
Great contents and excellent orator. I would love to hear more from you
Eric Cunningham
Eric Cunningham 5 yıl önce
Great advice on handling complaints. Another idea: read the book, "Extreme Ownership." Own the problem and exceed their expectations. Yes - there are trolls out there but what goes around comes around.
Karine Borrowman
Karine Borrowman 3 yıl önce
Eric Cunningham jocko willink? Love the guy
sweetpea2200
sweetpea2200 Yıl önce
Love this video, not only is it entertaining but transparent and informative. I was looking for the proper way a business should handle an issue, as I believe a local business handled my complaint poorly. TRshow, to the rescue, because maybe I was in the wrong with how I handled the issue. Conclusion: the business did not handle the issue correctly, but I could have expressed my frustration better. Thank you for a great video.
Margusmees
Margusmees 5 yıl önce
Damn, it makes me feel so good and so glad that I've subscribed this channel. I've learned so many new things about, money and entrepreneurs and life in general. I belive that this channel hits 1m subs easily, and pretty soon, cause that advice You guys give to people is really usefull and I might be wrong but I belive it's only such channel, at least for entrepreneurs. I must thank you for this! So keep it up!
Nelly Montanez
Nelly Montanez 5 yıl önce
thank you so much for sharing your knowledge, I have learned so much and currently binge watching (while I cook, clean and care for my kiddos haha) as I prepare myself for a potential home based job in the customer support/experience field so I won't make a fool of myself. I appreciate the content!
Valuetainment
Valuetainment 5 yıl önce
+eyecandymakeup86 there you go. You sound like. Super mom.
John Sutterfield
John Sutterfield 4 yıl önce
Great video! Can you share a bit more on your system used to monitor and respond to issues posted on social media / review sites?
Grant M. K.
Grant M. K. 8 aylar önce
My only complaint: I found this video in 2021, but it was made in 2017! I have been missing out. This is true education right here. Well done to Patrick and the team. Amazing work. Another satisfied subscriber.
Aimée Dillon
Aimée Dillon 4 yıl önce
I worked two jobs at the same time. First job I’d been there years and had no idea how to handle complaints. Second job complaints all the time. All the types of complainers you are talking about. But because I dealt with complaints so much I learned that you cannot just pacify or ignore complainers. It’s valid. (Can I add Gordon Ramsey taught this lesson, too. Chefs won’t improve if the wait staff doesn’t tell chef they cooked something wrong or badly). So no I’m just back to first job and this is such an important lesson. (Most, if not all) people have a reason to complain. Their time is valuable and we care. But if people ignore the complaints companies cannot improve. One of the biggest complaints we receive is about changes that have been made. I have found customers that complaint don’t understand the benefits and we have to teach them through the process of validating their complaint. They feel valued and that they were heard and we can explain how change can be beneficial
Nigel Picardo
Nigel Picardo 2 yıl önce
Hey Patrick Bet David you have shown an amazing video on how to deal with complaints and different types of customers. I'm too from an Airline travel industry and handling many customers on daily basis at times its a real challenge to deal with them. Thanks for the great advice.
Fernando Sussesso
Fernando Sussesso 5 yıl önce
Hi Pat and all valuetainment team! First of all, Thanks for the video and the topic approached! You've mentioned about keep calm.. can you make a video on how to keep calm? I know for sure that will help not only in business but also in personal life! Thanks! 💪
Louise 001
Louise 001 2 yıl önce
This video was very helpful to me thank you 🙏🏻 I have subscribed and liked will you do more videos on handling customer complaints like more examples and how you dealt with them please xxx
A & E Mobile Detailing
A & E Mobile Detailing 5 yıl önce
Nice video guys! Funny enough my company received a complaint a few years ago for doing our job too well. :) we still laugh about it!
Joseph Godwin
Joseph Godwin 4 yıl önce
Very valuable and informative! Keep up the great work!
Lola Ahmedova
Lola Ahmedova 4 yıl önce
Very helpful! I subscribed to your channel after this video. And going to add this information to my trainings for the staff at work.
K L
K L 5 yıl önce
So much knowledge and useful information. I appreciate it :) Great channel.
Aulia S. N
Aulia S. N 2 yıl önce
Thank you for the video, very good video, but i wanna ask, how about handling wrong customer (who complain about their own mistakes, maybe cause they don't read the terms and conditions)? How to solve they problems and educate them without making them feel blamed? Thank you
Mary Erb
Mary Erb 3 yıl önce
Thanks, you got some good information in here. I work retail and have been looking for this kind of thing.
Sourav Banerjee
Sourav Banerjee 5 yıl önce
Another superb video and just as the channel's name "Valuetainment" the video has immense value and highlights several mind blowing facts and ideas. The contents are totally relatable to every business and country. Awesome video Patrick sir !!! #LovefromIndia :)
Mita B
Mita B 3 yıl önce
Love your videos, I really enjoy it on my lunch break at work. I trying to build a business and your videos is so helpful. Thank you so much for making them.
franciscomel0
franciscomel0 4 aylar önce
His accent sounds like Brazilian accent. 😅
franciscomel0
franciscomel0 4 aylar önce
Where he is from? Do you know? I think his accent so clear, at least for me because I’m from Brazil, and I’m begging in English, but i got all the things that he said in this video ... not just it, but the deep meaning of the tips.
Utah Desert Dweller
Utah Desert Dweller 3 yıl önce
"Pre pre pre NEUR, PAUL!!!" LOL Thanks, Patrick. This is the best heart-to-heart talk I have heard from you, especially the communist/capitalist part. And you are correct about Yelp's bad business policies. As a new business owner, I'm realizing how critical it is to be kind to everyone and do the best business. (ANYONE make a false review. Yelp sales agents kept calling me to buy clicks from customers that would cost me about $1.70 per click. I laughed at them and stopped answering their calls. I have a guy teaching me how to get $0.01 clicks now.) And... OMG! I didn't know that "trolling" was now a business. Looks like the devil is still alive and well and working in the digital realm. There's a special place in hell, for all trolls. I dearly hope they repent their wicked ways and erase all their false reviews... LOL
patrick anderson
patrick anderson Yıl önce
Good stuff patrick.....had a boss once tell me he loved to deal with customers upset....i said why? Because it gave him an opportunity to sell more. I never bought into that nonsense however i understood it. Thanks again Patrick.....keep up the good stuff.
Eman Kazemi
Eman Kazemi 4 yıl önce
So much business wisdom in 20 minutes... i instantly subscribed and click notified. Do keep it up. Would also appreciate if you listed the steps of managing complaints in the description box. Thank you! So so awesome..
Hope Davenport
Hope Davenport 3 yıl önce
Thanks for this video. As a business owner (HauteTrader.com) I strive to provide great customer support but sometimes you need the tactics required to do this with excellence. It can be very hard when you are dealing with an irate customer.
Anna Maria
Anna Maria 9 aylar önce
I am working in retail. I had an amazing manager when customer complaint he never took them seriously and always backed up the whole team because he was that inteligent the he knew that the customers are just doing that to make our team down and he was so amazing that when customer complain (normally its something out of blue) he politely was asking them to go out of the branch because he knew how hard the team is working and he knew us as a team. The whole hr loved him 😂😄😁
Jadon Cramer
Jadon Cramer 28 gün önce
The scene where you started selling the pillow was the funniest. I busted out laughing and rewound it several times. I love your videos. That was the best smile that you have put on my face so far.
Spiritual Academy
Spiritual Academy 3 yıl önce
Great video, so true! Always great videos from you brotha! It's become a big problem today. I think it mostly has to do with perspective. It's exactly what I address in my latest spoken word called "Sallypants 48". Take a listen if you want more info on dealing with negativity on social media.
Kairat Eshbolotov
Kairat Eshbolotov 4 yıl önce
this video has increased my knowledge and I hope to be a great leader like Patrick. Thank you
jorge Aguilar
jorge Aguilar Yıl önce
These videos are priceless. Thank you! 🙏🏼
digimon916
digimon916 4 yıl önce
great video. for the first time ever i have a supervisor position, and its teaching me a lot (through a lot of bad days and angry people). do you have any videos about keeping employee "spirit" alive? what i mean is that ive seen people, and i myself have gone through this, where an employee makes a substantial leap in their customer service skills, but then the human part of it goes away slowly where interaction becomes robot like (but the newly gained skills, knowledge, gestures, etc are all still there). of course people get bored of work even if they loved it at first. do you think this is a work issue that can be solved, or more of a general question about how people are feeling in life (e.g. im at a dead end job, recently divorced, etc) which transfers into work, and much harder to solve?
C C
C C 3 yıl önce
Amazing content as always Pat!!
妮安
妮安 3 yıl önce
I was looking for this video because I work in a contact center and most of the time I just give up on customers who ask for a manager without even saying hi. I think it's unhealthy for both of us to keep a conversation in which both of us refuse to cooperate because they had a bad experience with another representative and now I turn into machine mode to avoid sounding too sensitive or emotional but that's exactly what the problem is and I couldn't understand. Thank you for sharing some examples of how an honest person sounds when apologising and offering a solution.
Azir
Azir 4 yıl önce
Loved the voice tone You used Pat in the infomercial, and thank You for a video on this topic. Liked it very much and it was very informative. Thanks to all in the Valuetainment team.
Mihai Cozma
Mihai Cozma 5 yıl önce
Great video as always, my favorite business related channel on the tube :)
Steve Davenport
Steve Davenport 2 yıl önce
I consider myself a valid complainer. 99% of the businesses get very defensive or ignore me when I complain. Most o these businesses are small to medium. What it tells me is that there is a lot of room for a competitor with a better system to come in and dominate.
Daniel Croitor
Daniel Croitor 5 yıl önce
Great video Pat, I think I can use this piece of information!
James Fauren
James Fauren 2 yıl önce
I didn't stop to look at the date of the video before I posted this but I would like to say that when a customer is unhappy because of social media they can tell up to 10,000 people not just 11 these days. I am a restaurant turn and I'd like to thank you for breaking down the different types of complaints I will definitely be passing this on to my management team :)
James Fauvel Nadon
James Fauvel Nadon 5 yıl önce
i like this, i used to do customer service for a tv company and dealing with complaints can be tough, i like your approach.
C Rymer
C Rymer 3 yıl önce
Thank you Patrick. Valuable information as always!
Prince Appiah
Prince Appiah 5 yıl önce
Loved this episode. Great stuff👏🏾
Vaibhav Jain
Vaibhav Jain 5 yıl önce
Great advice, very impressive, Thank you Patrick!
Wicked Pixxel
Wicked Pixxel 5 aylar önce
Thank you for this advice, extremely helpful.
Corey Jeffreys
Corey Jeffreys 5 yıl önce
You hit the nail on the head with Yelp. They tried to get over on me. Great tips. Much needed!!!!
Selin Bilgin
Selin Bilgin 8 aylar önce
This is so, so valuable. Thank you SO much for this video!
Hannah Van Goor
Hannah Van Goor Yıl önce
I am not sure why... but the pillow thing literally made me crack up laughing. Thanks for the good content and laughs.
Jose Arellano
Jose Arellano 4 yıl önce
Hey Pat, keep up the great work. Plenty of value in this video. I do believe you skipped step three on how to respond to a complaint. Anyways, video is still great regardless. Thanks.
Stellah Kabatesi Bayonde
Stellah Kabatesi Bayonde Yıl önce
This helped quite a lot. As a business owner, it's given me a better way to look at complaints. Thank you.
Glen Bhimani
Glen Bhimani 4 yıl önce
Information is spot on, i had employees on a temporary job provide a poor service , but because i handled the customer complain so well and they loved the solution i provided they awarded my a year long contract rather than a two day contract.
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