Handling Complaint

Why COMPLAINT

Not Fullfill •Disatisfied

Expectation
 Complaint Increasing
Shut up !..

Geeer…

Calm

Angry

Disappointed
 Step of Handling
Complaint

Listen to the customer concerns. Generally, concerns over an issue can be

handled without it becoming a complaint. The manner in which the concern is handled
will determine the intensity of the problem. Get the customer's name, address and phone
number.
Acknowledge the problem by asking the customer to give details
Do not take the complaint personally. This could result in a biased decision.

Give the customer an opportunity to explain the problem without

interruptions. Constantly interrupting the customer will only add fuel to the problem
and may end in a shouting match.
Put yourself in the customer's place (emphaty)
Apologize for any inconvenience or misunderstanding.
Contact the correct party and explain the situation in the event you are not the right
person to handle the complaint.
 Step of Handling
Complaint
Don't automatically take an employee's side against the customer.
Write down information regarding the interaction with the customer and how the
situation was handled, if applicable. Give a copy of the information to your
immediate supervisor.

Ask questions to clarify the problems and the causes.

Many times the problem may not be with the price, merchandise or service, but
with an employee's negative attitude while dealing with the customer.
If language is a problem, find someone that speaks the customer's language for
clear communication to expedite matters.
Explain to the customer that all feedback by a customer is valued by the
company.
 Step of Handling
Complaint

Find out how the customer wants the issue resolved. The resolution
could be in the form of a replacement, refund, exchange, store credit or
discount on price.
If the customer's request can be met, explain the time it takes to process or
what it will entail to make it happen.
When a date is given to the customer, make sure the date is kept, or the delay
is explained by a follow-up call or email.
Monitor & inform the guest the progress of resolved action
 REMEMBER

The three As of solving a complaint

Ask Provide customers with the opportunity to complain, give them your full
attention, listen completely and ask. Go in futher details with key questions like
„What else?“

Agree Nobody complains without reason. No matter how absurd the complaint
might be, always act calm. Try to look at the issue from your customer's
perspective. Never argue or disagree!

Apologize Resolve the problem and apologize politely. Accept the mistake and
thank the customer for bringing the complaint to your attention. Compensate
your client with adequate recoupment.
Have a nice day!