Be professional, polite and helpful

So that the customer knows you take the matter very seriously, you may wish to take the customer to an office where the matter can be dealt with attentively. This shows the customer you are giving them high priority and treating them with respect.

Often the client is frustrated but if you handle the complaint professionally there is a golden opportunity to retain that customer, as they will be impressed if you can solve a problem to their satisfaction.

Ask the customer to go through each part in detail then repeat back to them how you have understood them and ask if they have been understood correctly, this will give confidence to the customer.

Do not interrupt the customer, let them say their complaint and be very attentive. Explain how much you value them and you are a company whom wishes to address any problems promptly.

If the customer is asking for a refund for example remember that it is much easier and more economically viable to do business with an existing customer rather than obtain a new customer. So even if it appears you should not refund it may be a wiser action than loose a reliable customer.

The staff should be trained in how to deal with a complaint, this procedure should be carefully thought and tested, aiming to make a once unhappy client a repeat customer. The aim is a high standard customer service.

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