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

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

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

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

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

6. 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. *

7. 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. *

8. HANDLING COMPLAINTS
WHAT
NOT
TO DO!

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

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

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

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

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

14. 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. *

15. 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. *

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

17. HOW TO HANDLE A VERY ANGRY CUSTOMER

18. 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. *

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

20. 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. *

21. 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. *

22. 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. *

23. BE POSITIVE
BE INFORMED
COMMUNICATE CLEARLY