HANDLING COMPLAINTS It’s human nature that people will complain. It’s HOW you handle the complaint that’s important

1. SHOW INTEREST * Listen carefully to the complaint * Call the customer by name Treat the customer with respect Keep calm and cool. *

would feel in the customer’s position 2. SHOW SYMPATHY Imagine how YOU would feel in the customer’s position

3. REPEAT THE COMPLAINT Repeat the exact nature of the complaint to the customer so there are no misunderstandings. *

4. CONSIDER ‘HUMAN ERROR” Gently establish if perhaps the customer made a simple error. BE DIPLOMATIC!

5. ADMIT THE PROBLEM If it is absolutely clear - admit that “we” made a mistake. But don’t be patronising …..don’t agree just to agree. *

6. REFER IMMEDIATELY Tell the customer what you CAN do not what you can’t do. If you cannot solve the problem immediately – refer it to someone who can. *

HANDLING COMPLAINTS WHAT NOT TO DO!

DO NOT BE DEFENSIVE The customer is complaining about a problem – not necessarily about YOU. Don’t take it personally. *

Be prepared to offer an explanation DO NOT Give NO as a flat answer. Be prepared to offer an explanation or an alternative. *

The customer wants a solution! * DO NOT ASSIGN BLAME To another person or another department. The customer wants a solution! *

Don’t order the customer about. DO NOT GIVE COMMANDS Don’t order the customer about. Be polite, Say “Please”, etc. *

The customer will then be DO NOT MAKE PROMISES … that are unrealistic or not achievable. The customer will then be MORE displeased. *

LEAVE THE PROBLEM UNSOLVED DO NOT LEAVE THE PROBLEM UNSOLVED If it cannot be solved immediately, keep in contact with the customer until it IS solved. *

LOSE YOUR SENSE OF HUMOUR DO NOT LOSE YOUR SENSE OF HUMOUR If appropriate, look on the light side. Introduce some humour and it will help both you and the customer. *

Unless you are authorised to do so. * DO NOT OFFER COMPENSATION Unless you are authorised to do so. *

HOW TO HANDLE A VERY ANGRY CUSTOMER

Let the customer vent their anger. LET THE CUSTOMER TALK Let the customer vent their anger. Just let them talk. Do not interrupt. Do not argue. *

say you wish to help them INTERRUT GENTLY After a while, say you wish to help them solve the problem by working together. *

Write down all the points. TAKE NOTES Write down all the points. Get the facts. Focus your thoughts. Often seeing the points being written down takes the heat out of the argument. *

READ BACK YOUR NOTES Read back your notes to the customer to show you care and that you are making sure you have all the points correct. *

IF CUSTOMER KEEPS ARGUING Keep repeating that you only want to help them. Perhaps suggest that they call back later so you can make enquiries about the matter. *

BE POSITIVE BE INFORMED COMMUNICATE CLEARLY