HOW TO react to a complaint Start Your customer complains …
Step
1
IN
You should follow the company’s guidelines on how to deal with a complaint. You should remember you represent the company so you should always act professionally.
Step
2
N
Stay calm. Listen to the customer and acknowledge the problem. Ask probing questions.
Step
3
VA
Apologise, if necessary. Thank them.
Step
4
©
Quickly resolve the complaint. If it takes time, keep the customer updated on the progress.
Step
5
Follow up: check if they are happy. Let them know you will prevent it from happening again.
Great! Your customer is happy again!
UNIT 1:
GOING GLOBAL!
twenty-seven
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