<ul data-eligibleForWebStory="true"><li>Handling customer complaints effectively is crucial in ITSM to maintain trust and improve service desk performance.</li><li>User complaints are valuable feedback that can reveal process gaps and areas for improvement in IT service management.</li><li>Key steps to handle user complaints include acknowledging, listening actively, confirming expectations, being transparent, involving the right people, documenting everything, and following up.</li><li>Avoid dismissing user concerns, overpromising results, blaming others, and letting tickets go dark when managing complaints.</li><li>Modern IT teams adapt by automating follow-ups, using feedback surveys, providing soft skills training, and connecting complaint data to service improvement initiatives.</li><li>Customer complaints can be opportunities to strengthen relationships by showing empathy, transparency, and enhancing confidence in the support experience.</li></ul>

How To Handle Customer Complaints: ITSM Best Practices

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