Handling Complaints

A customer says, "I have a problem with your product." How would you acknowledge their complaint?

• "I don't see why you have an issue."

• "Thank you for bringing this matter to my attention."

• "It's probably your fault for not using it correctly."

A customer expresses frustration, saying, "This is really disappointing." How would you express empathy?

• "You're overreacting to a minor issue."

• "It's not as bad as you think."

• "I can see why you might be upset, and I apologize for any inconvenience."

A customer says, "There's a problem with my order." How would you clarify the issue?

• "Could you please provide more details about the issue you're facing?"

• "That's not our problem; it's the delivery service."

• "I can't help you if you don't explain it properly."

A customer complains about a service issue. How would you take responsibility?

a) "It's not my fault; it's the company's policy."

b) "We value your feedback, and I want to assure you that we are taking this seriously."

c) "I don't see why you're blaming us for this."

• "I don't see why you're blaming us for this."

• "It's not my fault; it's the company's policy."

• "We value your feedback, and I want to assure you that we are taking this seriously."

A customer says, "This experience was terrible." How would you offer an apology?

• "It's not our fault you feel that way."

• "I apologize for any frustration or inconvenience this may have caused."

• "Well, not everyone has a bad experience."

A customer is unsure if their complaint will be addressed. How would you assure them of action?

• "I assure you that we will look into this matter promptly."

• "We have too many complaints to handle."

• "I can't guarantee anything; we're busy."

A customer requests a solution to their problem. How would you propose a solution?

• "There's nothing we can do about it."

• "You should have read the fine print; no solutions available."

• "Let's work together to find a solution that makes things right for you."

A customer provides feedback about the company. How would you seek further feedback?

• "We don't care about feedback; it's just your opinion."

• "Your feedback is important to us. Is there anything else you would like us to know?"

• "We don't need your feedback; we know what we're doing."

A customer asks about the next steps. How would you respond to ensure follow-up and closure?

• "I don't know; figure it out yourself."

• "Once you complain, we don't bother with follow-ups."

• "I will personally follow up on this matter and keep you informed of our progress."

10. A customer concludes their complaint, and you want to express gratitude for their feedback. How would you do it?

• "We don't need your thanks; it's part of the job."

• "Thank you for taking the time to share your concerns with us."

• "Your feedback is irrelevant; we're not interested."