Dealing with customer complaints

Dealing with Customer Complaints

Listen to the Customer

Give the customer your full attention.• Allow the customer to explain the situation without jumping in to offer solutions or reasons why.• Take the problem seriously. • Don’t take it personally; try to not get upset or defensive.

Acknowledge the complaint and express empathy

• Acknowledge the customer’s complaint. • Express empathy and concern for the customer. Even if the complaint may seem trivial to you, the customer cares enough to let you know.

• Apologise on behalf of the business for the problem that has occurred. It probably was not your fault, but the customer sees you as the face of the business. • Do not blame others or speak poorly of your colleagues to the customer. • Now that the customer has brought the issue to you, take responsibility and endeavour to help the customer.

Take Responsibility

Decide what action to take

• Fix the problem immediately, if it is within your level of authority to do so. • If it is not within your level of authority, refer the complaint to the correct person

Take action

• Do what you said you were going to do! • Go and fix the issue, or refer the issue to the relevant person.

• Check that the customer is satisfied with the outcome. • Give the customer an opportunity to express any other concerns. • If the complaint was referred to the manager or another department, follow up to ensure it was dealt with. • Record the complaint according to your business procedure. This is important for future improvements and to avoid common complaints recurring.

Follow up and record