CUSTOMER CARE

HANDLING COMPLIANTS

DO

Show Interest.
Call your customers by name, let them know you are listening.
Give them your name. Always treat them with respect.

Show Empathy.
Imagine how you would feel in the customers position.

Restate the Complaint.
Make sure you understand the nature of the complaint.

Consider the Possibility of Human Error.
Diplomatically inquire if the customer understood your ordering procedure.

Admit the Problem.
If there is one (but say the “we” made a mistake, rather than “I” or ”they”).
Apologise for any inconvenience caused.

Advise the customer of action to be taken. (A repair? Replacement? Refund?)

DON’T

Be defensive,
the compliant isn’t about you.

Give a Flat “NO”
For an answer, always offer an explanation.

Assign Blame
To the computer, the mailroom, etc. Customers don’t care whose to blame – they just want a solution.

Make Promises
You can’t keep, the customer will feel more disappointed later on.

Leave the Customer Dangling, keep the customer updated with progress until the complaint is resolved.

Lose Your Sense of Humor,
Seeing the lighter side of things will help relive tension and make you both feel better. – Code WC122

Size 420mm x 600mm Screen printed Semi rigid PVC

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