Devoted to customer service and the principles of exceptional customer services

When a customer calls, writes, or emails to make a complaint about your business, what do you do with that complaint?  Do you blow it off claiming that the customer is psycho and you're perfect (I admit that I've done that before) or do you take that complaint and fix the problem? 

Chances are the customer with the complaint isn't the only one experiencing or has experienced this problem.  What do you do to let people know that you have fixed the situation? 

Back in the olden days (ha!) there was this thing called a F.A.Q. page which I think still works well, however, what if you turned that F.A.Q. page into a blog?  I think this would be better because:

1.  You'll have a blog that interacts with customers where they can ask questions or issues.  People coming to this blog will see that your company is helpful when it comes to addressing issues.  Customers aren't wondering if they're email is going to get answered or not because they see that the person maintaining this blog is active in answering questions. 

2.  The blog will get picked up by the search engines thus bringing more web traffic to the company blog and perhaps the company website. 

By the way, I like this cartoon about complaint calls...

Also, have you thought about the deeper meaning behind complaints?

Related Post:
Some Complaints Are Good For Business