Kevin Donnelly addresses one of the most important aspects of customer service, addressing complaints. Firstly, the article explains the root cause of all customer complaints, which is when the results of an action do not match the expectation of the client.

Then, the author provides insight into why expectations are frequently not matched. The solution is to keep your clients happy by managing expectations. By being clear what you can provide, your business can have a better relationship with them.

Key Takeaways:

• Client complaints happen because of the action they took doesn’t match their expectations.
• A way of resolving complaints is managing expectations by aligning the customer’s expectations with a likely outcome.
• Customers aren’t trying to hurt you, they’re just looking for help.

“Remember: If someone is complaining, it means they’re looking for a solution.”

Read more: https://www.shopify.com/blog/115711749-how-to-stop-customer-complaints-before-they-happen