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    Handling Complain

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    aveline trinanda
    The document discusses handling complaints. It defines complaints as expressions of displeasure or annoyance in response to an unfavorable action. Minor complaints can be addressed informally through phone or email, while more serious complaints require a formal written record in case of legal action. When dealing with complaints, employees should listen without interrupting, take responsibility, remain polite and calm, follow procedures to document and resolve the issue, and keep the customer informed of progress.

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    Handling Complain

    Uploaded by

    aveline trinanda
    40 views8 pages
    The document discusses handling complaints. It defines complaints as expressions of displeasure or annoyance in response to an unfavorable action. Minor complaints can be addressed informally through phone or email, while more serious complaints require a formal written record in case of legal action. When dealing with complaints, employees should listen without interrupting, take responsibility, remain polite and calm, follow procedures to document and resolve the issue, and keep the customer informed of progress.

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    The document discusses handling complaints. It defines complaints as expressions of displeasure or annoyance in response to an unfavorable action. Minor complaints can be addressed informally through phone or email, while more serious complaints require a formal written record in case of legal action. When dealing with complaints, employees should listen without interrupting, take responsibility, remain polite and calm, follow procedures to document and resolve the issue, and keep the customer informed of progress.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    40 views8 pages

    Handling Complain

    Uploaded by

    aveline trinanda
    The document discusses handling complaints. It defines complaints as expressions of displeasure or annoyance in response to an unfavorable action. Minor complaints can be addressed informally through phone or email, while more serious complaints require a formal written record in case of legal action. When dealing with complaints, employees should listen without interrupting, take responsibility, remain polite and calm, follow procedures to document and resolve the issue, and keep the customer informed of progress.

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    HANDLING COMPLAIN

    COMPLAINTS
    Expressions of displeasure or annoyance in response to an
    action that is seen by the speaker as unfavorable
    KINDS OF COMPLAIN
    >> Minor Complaints: are best communicated in person, on the phone, or by email
    so they can be dealt with quickly.

    >> More Serious Complaints: are delivered as formal letters to lay down a paper trail
    in case they need to be used as evidence in a lawsuit
    DEALING WITH COMPLAINTS
    The employee should:

    • Listen without interrupting.


    • Thank the client for his/her feedback and for bringing the issue to his/her attention.
    • Take ownership of the complaint.
    • Be polite.
    • Remain calm and never enter into an argument.
    • Follow organisational procedures ‒ record the complaint (fill in a complaint form),
    acknowledge receipt of it, and reassure the customer that it will be resolved in a timely
    fashion.
    • Offer a point of contact ‒ advise the client of possible solutions or alternatives, allow
    them to decide on an appropriate solution and ensure that they are appeased before
    they leave.
    • Inform the relevant staff about the problem.
    • Communicate with the client and update him/her on progress.
    MAKING A COMPLAINT
     I’m sorry to say this but…  I wonder if you could help me…
     I’m afraid I’ve got a complaint about…  I want to complain about…
     Excuse me, I’m afraid…  Sorry to bother you but…
     Look, I’m sorry to trouble you, but…  I hate to tell you but…
     I have a complaint to make.  Excuse me but there is a problem…
     There seems to be a problem with…  I was expecting ____ but…
     Would you mind…?  There appears to be something wrong
    with…
     I’m angry about…
     I wish you wouldn’t mind…
     Do you think you could …?
     I do wish you could…
     Wouldn’t it be a good idea to/not to…
    Accepting a Complaint
    • I’m so sorry, but this will never occur/happen again.
    • I can’t tell you how sorry I am
    • I wish it never happened
    • Oh dear, I’m really sorry
    • I’m sorry, we promise never to do the same mistake again.
    • I just don’t know how to say
    • I just don’t know what to say
    • I’m really sorry; we’ll do our utmost/best not to do the same mistake
    again
    Delaying a Complaint

    • I suggest you leave it with us and we’ll se what we can do.


    • I’m afraid we can’t help you at the moment. Could you leave your contact
    phone number and address? We will contact you soon
    Rejecting a Complaint
    • Well, I’m afraid there is nothing we can do about it actually.
    • Well, I’m afraid there isn’t much we can do about it.
    • Sorry there is nothing we can do about it.
    • I’m afraid, there isn’t much we can do about it.
    • We are sorry but the food is just alright.

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