Guidelines of Dealing with Complaints

Guidelines of Dealing with Complaints

The purpose of these guidelines is to help staff take responsibility complaints in order to try to solve any problems quickly on the spot and, if that is not possible, to guide them through the right complaints procedures.

Recognize a complaint

A complaint is an expression of dissatisfaction or grievance with any aspect of the wide variety of services. It can be verbal or in writing and just because a customer doesn’t use the word “complaint” doesn’t mean that they aren’t actually complaining about our service.

Show interest

Listen carefully and objectively to the customer. Use the customer’s name and let them know you are listening. Give customers your name too. Always treat customers with respect.

Be sympathetic

Show that you understand how they feel about the situation and that you take the complaint seriously. Make it clear that you want to help.

Check your understanding

Repeating what the customer has said will help you make sure there are no misunderstandings.

Admit the problem if there is one

But say that  “we” made a mistake rather than “I” or “they”. Apologize for any inconvenience caused.

Ask what the customer would like you to do

If the customer's preferred solution isn't possible,tactfully explain why and suggest alternatives.

Don't be defensive

The complaint isn't about you. Angry or upset customers may be reacting to other things that have happened that day.

Don't just give “ no” for an answer

Always offer an explanation and other solutions.

Don't place blame

Don't blame the computer, the post or anyone else. Customers don’t care whose fault it was,they just want a solution.

Don't make promises you can't keep

The customer will be more disappointed later on.

Don't make customers wait too long

If you can't solve the problem immediately, tell the customer you will write or phone with progress reports until the matter is sorted out.

Dealing with angry customers

Let the customer “let off steam” at first. After a while, gently start to speak. Take notes—this lets you get the facts, helping you focus on the issue, not the