Process Customer Complaints

Process Customer Complaints

Open Ended

Why do customers make complaints?

Why do customers make complaints?

• Faulty products

• Poor service

• Poor communication

• Unprofessional employees/staff

• Dirty/poor facilities

• Health and safety issues

Open Ended

What are two methods customers might use to make complaints?

What are two methods customers might use to make complaints?

• Informal complaint either face-to-face or over the phone

• Formal complaint demanding a resolution

• E.g. a refund or replacement product

Open Ended

How can you turn a complaint into a positive experience?

How can you turn a complaint into a positive experience?

• Acknowledge the complaint

• Stay calm

• Apologise

• Remain positive and polite 

• Listen to the customer

• Offer solutions and options 

• Document and record details

Open Ended

What do you think are effective communication techniques when dealing with customer complaints?

What do you think are effective communication techniques when dealing with customer complaints?

• Stay calm

• Listen & Empathize

• Acknowledge the Problem

• Get the Facts

• Offer a Solution

• Thank Them

Multiple Select

What should you do if a person becomes aggressive or difficult to handle while making a complaint?

• Laugh at them

• Speak to the police

• Get support from a colleague

• Cry

• Get support from a supervisor or manager

What should you do if a person becomes aggressive or difficult to handle while making a complaint?

• Seek the support of:

• A colleague or

• A manager/supervisor

• Or other authority (like the police) if you are threatened