Handling Complaints

1. welcome customer complaints

2. ensure that customers have an easy access to making complaints
3. all staff must have some training in dealing with customers
4. deal with complaints immediately
5. never interrupt when a customer is complaining
6. always try to diffuse the situation – try to calm the customer
7. Never say what you can’t do. Always think positive
8. ensure the complaint is or also taken by a complaints officer
9. complaints should be recorded to ensure that mistakes are corrected in future
10. all complaints should be reviewed periodically to ensure improvement