HANDLING COMPLAINTS

It’s human nature that people will complain. It’s

HOW you handle the complaint that’s important
 HERE ARE EXPRESSIONS YOU CAN
USE WHEN COMPLAINING:

• I have a complaint to make. ...

• Sorry to bother you but...
• I'm sorry to say this but...
• I'm afraid I've got a complaint about...
• I'm afraid there is a slight problem with...
• Excuse me but there is a problem about...
• I want to complain about...
• I'm angry about...
 EXAMPLES:

I have a complaint to make. soup is just too salty.

I'm sorry to say this but your food is inedible.

1. I'm afraid I've got a complaint about your child.He's too noisy .
2. I'm afraid there is a slight problem with the service in this hotel.
3.Excuse me but you are standing on my foot.
4. I want to complain about the noise you are making.
5. I'm angry about the way you treat me.
 RESPONDING TO COMPLAINTS

Positive response to complaints:

•I'm so sorry, but this will never occur / happen again.
•I'm sorry, we promise never to make the same mistake
again.
•I'm really sorry; we'll do our utmost/best not to do the same
mistake again.
Negative response to complaints:

•Sorry there is nothing we can do about it.

•I'm afraid, there isn't much we can do about it.
•We are sorry but the food is just alright.
 1. SHOW INTEREST

* Listen carefully to the complaint

* Call the customer by name
• Treat the customer with respect
• Keep calm and cool. *
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. *
 DO NOT

Give

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

ASSIGN BLAME
To another person
or another department.

The customer wants a solution! *

 DO NOT

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

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

LEAVE THE PROBLEM UNSOLVED

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

OFFER COMPENSATION
Unless you are authorised to do so. *
HOW TO HANDLE A
VERY
ANGRY
CUSTOMER
LET THE CUSTOMER TALK

Let the customer vent their anger.

Just let them talk.
Do not interrupt.
Do not argue. *
INTERRUT GENTLY

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