Excellent customer service is critical for any business, but challenges arise when dealing with customer complaints over the internet.  Take the following suggestions into consideration when responding to a customer complaint via email, social media or other online venues.

• Be honest. The anonymity of online communication makes it easier for customers to react with less courtesy than one might expect face to face. Be straightforward and if your company made a mistake, admit it.  In the event that you do not have an answer to a customer’s question offer to research the issue and follow up when you are better informed.
• Ask questions. Gather all of the details and gain a comprehensive understanding of the customer’s issue before you send a response. Acknowledge the basic problem and show that you are actively listening.  Allowing the customer an opportunity to vent can help you get to the root of the problem and subdue emotions.
• Be polite. Email responses and online posts are easily misinterpreted so choose your words carefully. Address the customer by name and stay positive throughout your message.
• Follow through. Fulfill your promise and make things right with the customer.  Do not hesitate to replace a defective item or offer a discount if that is what is necessary to resolve the issue.

Being proactive when it comes to customer service will keep your customers happy and will help your business thrive.