The importance of effective resolution of customer complaints impacts upon the customer service performance of the organisation and should be resolved in a manner which is professional and compliant with your organisation’s procedures. You may not be able to resolve a complaint because:
• The customer is unprepared to negotiate what they see as being the only acceptable resolution
• The customer is irate, aggressive, threatening or intimidating
• The solution is beyond your authority to act upon
• There is a lack of understanding in relation to the complaint
• There is a language problem