Customer Service: Train Employees to Focus on Customers

3. Teach employees how to handle customer complaints. “Even in the best organizations, customers sometimes complain, but this fact isn’t nearly as important as how the organization deals with the complaints,” writes Cochran. He suggests that all employees who interact with customers be trained on the following topics: how to record a complaint; what details to ask for; where the complaint record should be kept; and how to empathize with the customer in an appropriate manner.