Turn complaints into commendations

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About Handouts

About

When someone complains, it is incumbent on staff to deal promptly and fully with the persons concerns. This requires hearing the person out, making notes and empathizing with their annoyance. Calm them as much as possible; promise to present them with a solution and do so quickly. If necessary, source someone else who can provide the customer with the answer. Handle complaints pleasantly and efficiently and word of mouth will spread.

A complaint can be transformed into new or ongoing business when you:

  • Hear the other person out, understand where they are coming from.
  • Calm them and empathize, for example: Im sorry to hear that.
  • Ask questions, get details, make notes.
  • Proactively find ways to assist the other person.
  • Get back to them as quickly as possible if a solution isn't to hand.
Categories
Service / Sales
Release Date
Jan 1, 2020
Video Running Time (minutes)
2:03
Producer
Seven Dimensions
Course ID
WE05-6

Handouts

Description
Script

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