HANDLING COMPLAINTS Its human nature that people will

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. *

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