Approach to Handling Customer Complaints
1. Attend
Dealing with customer complaints effectively requires:
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Staying calm and respectful
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Showing understanding to the customer’s situation
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Listening to what the customer thinks is wrong
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Working on a solution the customer is satisfied with
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Providing a solution
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Following up with the customer afterwards
2. Apologise
Apologising even when the organisation has done nothing wrong is not a bad
idea. Apologising does not mean that the organisation is admitting fault.
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USTOMER SERVICE_V6.0
3. Acknowledge
Show empathy and acknowledge the customers complaint. Organisation need to
show they understand.
4. Act
Organisations need to offer to help and create a solution to the problem.
5. Appreciate
Thank the customer as they offered the organisation an opportunity to solve a
problem when, instead, they could have simply walked away. Initiate a corrective
action