OUTCOME FOUR: “KNOW HOW TO EFFECTIVELY DEAL WITH

CUSTOMER QUERIES, PROBLEMS AND COMPLAINTS”

How to deal with customer queries

As a service provider, it is always vital to communicate in a clear, polite and confident way,
following organizational procedures. Queries should be dealt with swiftly and accurately.
Service providers should listen carefully to what has been stated and confirm understanding.
When dealing with queries, it is always important to keep the customer informed of what is
happening and to ensure the most up to date information and advice is referred to.

Common Customer Problems and Complaints

Service providers should be able to identify a variety of common customer problems and
complaints. Customers complain when their needs and expectations are not met e.g. faulty
goods, poor quality, price, value, incorrect stock, failure to return calls, failure to meet deadlines,
poor attitude of staff. They should also realize that they, through their attitude, lack of knowledge
etc., can contribute to a complaint or cause a problem.

There are a number of reasons why customers get upset. They are:
1. Poor service. Service provider has an attitude problem. No greeting. No smiles. Customer
gets the feeling that he or she is being done a favour.
2. Service or product purchased not to expected standard. The service or product did not live
up to the customer’s expectations.
3. Faulty goods. Constantly breaking down. Inefficient.
4. Difference in price. The customer is told one price over the phone and when he arrives to
buy the goods he is told a much higher price.
5. Apathy. An attitude of indifference displayed by the service provider which is clearly saying
to the customer: “I don’t really care.” “It’s your problem.” “You got yourself into this.” “The
responsibility is yours, not mine.”
6. Passing the Buck. Giving the customer the run-around. “We don’t handle this.” “That’s not
my area of responsibility.” “I’ll have to transfer you.” “I was told to do it this way.”
7. Being talked down to (Belittle or patronize the customer). Treating the customer as if there
is no possible way he or she is intelligent enough to understand what you are talking about is
demeaning and dehumanizing.
8. Rudeness. Someone in the organization was rude to them. This again is their perception –
but the only perception that counts is the customer’s.
9. Unresponsiveness. Not providing the service within the time frame needed by the customer.
No following-up on a commitment.
10. Wrong information. Not knowing the answer to a question and providing wrong
information rather than saying you are unsure and will need to find out or calling for assistance.
Customers would rather have no information than the wrong information.
11. No one listened. This is perhaps the most troublesome reason of all, because by not listening
you have wasted the opportunity to make things right.
12. Being stereotyped. Customers do not like being categorized or held accountable for
something another customer is responsible for. Comments like “You farmers are all alike” or
“You can never please you people from Clarendon”.
13. Lying. This occurs when a service provider tells customers untruths about the company’s
product or service. Too many organizations are prepared to risk short-term gain by making false
claims about their products.
How to deal with problems and complaints

Complaints are a valuable source of customer feedback and assist in the process of continuous
improvement. In dealing with a problem or complaint, service providers should remain calm at
all times. They should acknowledge the complaint or problem, listen carefully to the customer,
empathize with them and arrive at a mutually acceptable solution which may be to consult with
or refer to others. Service providers positive attitude in dealing with a problem can prevent it
becoming an explosive situation.

THE SEVEN-STEP APPROACH TO HANDLING CUSTOMER COMPLAINTS

SUCCESSFULLY

Steps: What to Do How to Do It Why to Do It

1. Listen to the customer
explain the problem.
 Stay calm.
 Don’t get upset.
 Maintain eye contact.
 Listen for facts and
emotions.
 Let the customer finish
before you respond.
Tells the customer that you
are giving him your
undivided attention.
The facts determine what
must be done and the
customer’s emotion
determines how the situation
should be handled.

2. Show empathy Use phrases such as: This tells the customer that
you care.
 “You have a right to be
upset.”

 “I know how frustrating it

3. Apologize to the customer.
4. Offer solutions.
must be.”
 Say you are sorry for the
inconvenience, whether you
believe the complaint is
reasonable or not.
 Do not scapegoat.
Ask questions to determine
the exact problem.
 Repeat the problem to the
customer to ensure you’ve
got it right.
You represent your company.
You are part of a team and
you are apologizing on behalf
of the team.
You need to know the
specifics to assist you in
solving the customer’s
problem.

 Tell the customer what can It makes the customer feel

be done to take care of the important.
problem.

 If possible, offer options

 and allow the customer to
choose a solution.

 Explain to the customer

what action you will take.

 Tell the customer when This helps to reassure the

you will take action and when customer that something will
you expect the problem to be be done
resolved.

 Involve your supervisor if

you are not empowered.
5. Act on the problem.  Take care of the problem
yourself, if possible.

 Contact the appropriate

team member to correct the
problem, if necessary.
6. Follow through.  Monitor the progress of the To ensure it is done in a
co-worker working to solve timely manner.
the problem.

 Thank the co-worker for It’s good manners and it

having the problem resolved. enhances team spirit.

7. Check back.  After the problem has been This tells the customer that
resolved, contact the you care.
customer and ask whether he
is satisfied with the
resolution.