Summary
Respond to complaints
When responding to complaints:
• Be alert to the wide-range of potential complaints people may make
• Realise complaints are individual in nature
• Apply sensitivity, courtesy and discretion when handling complaints
• Maintain a positive and cooperative manner
• Try to convert a negative customer experience into a positive one
• Take responsibility for resolving the complaint
• Look for warning signs – monitor customers and the business environment
• Apologise
• Read and understand workplace policies and procedures for handling complaints
• Determine your personal scope of authority for taking action
• Learn the programmed decisions which are in place/available to you
• Apply an approved model to assist in resolving complaints
• Refer complaints promptly where there is a need to do so.