Handling Customer Complaints

If dealing with a complaint, which of the following should be prioritised?

• Immediately apologises

• Ask for more details

• Take full responsibility

• Offer a solution

How can one deal with a complaint most efficiently?

• Listen actively

• Show empathy

• Ask for feedback

• Take action

How should one handle a situation where customers are displeased or unhappy with the service they received or the product purchased?

• Stay calm and composed

• Ask for more information

• Offer a solution

• Apologize sincerely

Conversely, what is forbidden when managing a complaint?

• Get defensive

• Make excuses

• Argue

• Ignore the problem

What should you do when there is a complaint that is not towards you?

• Transfer them to the right department for that

• Take full responsibility

• Offer a solution

• Apologize sincerely

What action to take when a customer complains and becomes rude, aggressive and unyielding?

• Stay calm and composed

• Ask for more information

• Offer a solution

• Apologize sincerely

Which of the following can be said to be an effective strategy for avoiding future complaints?

• Reading customer feedback

• Doing training for the staff for the betterment

• Staying away from other people and particularly customers

• Shifting blame for errors to someone else

Which of the following can be considered an ineffective part of the approach to customer complaints?

• Convey the understanding of the customer's complaint

• Divert the responsibility on the customers for such a problem

• If any inconvenience has been caused, it must be gracefully apologised for

• Provide a solution in the case to correct or remedy it

What will you do in a situation where the complaining customer is demanding a change of a policy or procedure that cannot be changed?

• Elaborate the policy/procedure

• Offer a solution

• Reproduce it to the head of a department

• Inform the customer of the correct division they should consult

Suppose you have received a complaint letter, but it does not seem to be addressed to you or your department; what would you do?

• Take full responsibility

• Offer a solution

• Apologize sincerely

• Take the customer to the right department