Handling Complaints

Six Steps to Effectively Handling Complaints

1. LISTEN carefully to the complaint.

2. REPEAT the complaint to ensure that you understand it correctly, and write it down.

3. APOLOGIZE.

4. ACKNOWLEDGE their feelings of anger, frustration or disappointment.

5. EXPLAIN what action you are going to take to correct the problem.

6. THANK them for bringing the problem to your attention

Remember, a complaint is just an opportunity to show off your excellent customer service!


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