Question

Assume you want to establish a set of standards for your employees in "the handling a complaint from the company's customer complaint line".   Outline the important steps you would use in determining what should be considered.

Answer 1

Important Steps in handling customer’s complaint-

1. Have a good ear. Listen and understand the complaint.

2. Remain polite during the conversation, be empathetic and apologise for a mistake and acknowledge the complaint

3. After proper understanding of the matter, offer a solution or ask him to give sometime, discuss with seniors and then offer a solution. If the problem cant be sorted, offer any other alternate service or issue refund if solution is not possible.

4. Follow up with him so as to assure he is satisfied with the solution