Customer Complaint Communication Georgia CTAE Resource Network Instructional Resources Office Written by: Amanda Supra and Frank Flanders July 2009

Objectives: Students will be able to: Analyze a situation where there is a customer complaint. Identify ways that the situation can be helped. Formulate a solution that is best for the given situations.

Directions Examples of customer complaints will be presented. For each situation, explain: Your initial reaction What you will say to the customer What actions you will take

Situation 1 (Airline Ticket) You are a customer service representative for an airline. A customer comes to your desk stating that they purchased a first-class ticket but when they checked in, they were given an economy ticket. You check your computer and see that they had bought a first-class ticket and that it was a glitch in the computer system. What will you do? Write your response on the following slide.

My Response: Situation 1 (Airline Ticket) Your initial reaction What you will say to the customer? What actions you will take?

Situation 2 (Dental Office) You are a receptionist at a dental office. A lady tells you that she is upset because when she called to reschedule her appointment, she learned that she was actually scheduled for the week before, and has been charged a late fee for missing the appointment. She refuses to pay since she claims it was scheduled on the wrong day by the person who made the appointment. What will you do? Write your response on the following slide.

My Response: Situation 2 (Dental Office) Your initial reaction What you will say to the customer? What actions you will take?

Situation 3 (Clothing Store) You are a new employee working in sales at a clothing store. A customer claims that your company has charged her credit card twice for one purchase and wants you to refund her money in cash. What can you do to help this customer? Write your response on the next slide.

My Response: Situation 3 (Clothing Store) Your initial reaction What you will say to the customer? What actions you will take?

Situation 4 (Store Manager) You are the manager of a store. Watching your employees, you notice that a customer came in and nobody acknowledged or approached her to ask if she needed help. She looks a little lost, as if looking for something. Getting frustrated, she then leaves the store. What will you do to help your employees become better at customer service? Write your response on the next slide.

My Response: Situation 4 (Store Manager) Your initial reaction What you will say to the customer? What actions you will take?

Situation 5 (Restaurant Server) You work for a restaurant as a server. One customer says he found a hair in his soup. What will you do? Write your response on the next slide.

My Response: Situation 5 (Restaurant Server) Your initial reaction What you will say to the customer? What actions you will take?

Write your response on the next slide. Situation 6 (Toy Store) You work at a toy store. A man comes in with a toy robot. He shows a receipt and says that it is defective. The toy shows obvious wear and use. You determine that his warranty expired three months ago. What will you do? Write your response on the next slide.

My Response: Situation 6 (Toy Store) Your initial reaction What you will say to the customer? What actions you will take?

Summary Beware that situations and circumstances vary but general guidelines should be followed. Be kind and courteous. Be attentive to the customer. Listen carefully. Ask questions for full clarity. Apologize for the problem. Follow company policies. Do not argue with the customer. Handle the situation for the satisfaction of the customer if it is at your level of authority. Know when to call a superior if the situation escalates.