How to handle client complaints

This is a good thing I learnt from a colleague. It is how to handle client complaints. This is known as the LEARN model – Listen, Empathize, Apologize, React, Notify. Whenever a client complains on any issue, one needs to listen to the same patiently. Then one needs to empathize with the client and apologize for the inconvenience caused. The complain may or may not be a real cause for worry. There may or may not be a real issue out there. But because of the fact that the client has complained, one needs to apologize. Then one needs to come back and analyze what has to be done. This is the react part. Once the action is taken, one has to notify the client on what action has been taken.