M5 UF3 NF2

To ask for something of value because you think it belongs to you IS A...

• Claim

• Complaint

• Suggestion

A statement that something is wrong or not satisfactory IS A...

• Claim

• Suggestion

• Complaint

Something you suggest, or the act of suggesting something IS A...

• Claim

• Suggestion

• Complaint

WHAT IS THIS?

Explains what went wrong and demands compensation from the offending party.

WHAT IS THIS?

Explains what went wrong and merely demands correction or apology.

Face-to-face claims:

When a dissatisfied customer comes forward to complain, we will ask to accompany us to a place where we will be more comfortable (no need to be in the public eye).

• STEP 1

• STEP 2

• STEP 3

• STEP 4

Face-to-face claims:

When a dissatisfied customer comes forward to complain, we will ask to accompany us to a place where we will be more comfortable (no need to be in the public eye).

• STEP 1

• STEP 2

• STEP 3

• STEP 4

Face-to-face claims:

Once the solution proposal has been communicated to the customer, we must follow it up. We have to ask the customer to contact us again if his demands have not been satisfied.

• STEP 1

• STEP 2

• STEP 3

• STEP 4

Face-to-face claims:

We will ask the client to calmly explain the reasons for his displeasure.

• STEP 1

• STEP 2

• STEP 3

• STEP 4

Face-to-face claims:

WHEN the client explains the reasons for his displeasure, and he/she is calm, WE...

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• STOP LISTENING

• SUMMARIZE