Solving the problem
Tell the customer you are taking responsibility for dealing with the problem.
Familiarise yourself with any background information. This could include checking internal records, speaking to staff and checking how this compares with the customer's version of events.
Be solution-focused by involving the customer in this process.
Make sure the customer is happy with the proposed solution before going ahead.
Ensure that the solution meets any legal obligations. If the customer is asking for more than their legal right and you feel they are making an unrealistic demand, explain what the law says. You could refer them to this website or the Citizens Advice Bureau to check on their legal rights.
Where there are no legal obligations, offer a solution that in the circumstances best meets the needs of your business. For example, if the law says a customer is entitled to a repair, you may be willing to offer a replacement if that is what the customer wants. The cost of satisfying the customer is likely to be less than the cost of losing them.
11 Make sure you do what you promised to do, and don’t delay – quick action will keep customers happy, but stalling and delays will lose customers. If there is going to be a delay, tell the customer.
Tell the customer what your business will do to prevent the problem from happening again