1 CUSTOMER COMPLAINT PROCEDURE
1.1 LET THE CUSTOMER EXPLAIN AND LISTEN CAREFULLY
When a customer makes a complaint, in person, on the phone or via email, you must concentrate solely on
what the customer is telling you. Make notes of the key facts and their concerns so you may fill out the
Complaint Report Form.
Do not interrupt the customer, stay calm, in control and avoid defensive reactions.
If the customer is particularly difficult, it is important to remember the person is not complaining about you
personally. Stay composed, be positive and helpful.
In a supportive but concerned tone of voice you can demonstrate you are actively listening and empathetic
to the customer.
1.2 ACKNOWLEDGE, THANK AND APOLOGISE TO THE CUSTOMER
At the appropriate time during the conversation acknowledge the customers perspective, and the stress this
may have caused them.
Thank the customer for bringing this matter to your attention. This demonstrates that you are concerned and
want to assist them and resolve the matter.
You may also need to empathise with the complainant concerning the failure to deliver the level of service
expected, if appropriate. By saying ‘sorry’ you are again demonstrating to the customer that you are genuinely
apologetic that this has happened to them and showing that you wish to put things right.
1.3 ASK QUESTIONS AND SUMMARISE YOUR UNDERSTANDING
If a customer is angry, ask their permission to ask questions prior to doing so. This allows you to collect all
of the facts needed to understand what has happened and to identify how best to resolve the situation.
Ask a combination of open ("what", "how", "who", "why", "where" and "when"), as well as closed questions
(for example, "did you?", "is he?").
Finally, summarise your understanding back to the customer to ensure you are clear of the facts. In addition,
give the customer the opportunity to share any further facts they may have omitted.
1.4 EXPLAIN THE ACTIONS YOU WILL TAKE AS A RESULT OF THEIR COMPLAINT
Ensure that you only commit to the steps you have the authority to take. For example, explain what you will
personally undertake to resolve the complaint, including a specific time that you will get back to them.
Remember to be realistic about timescales and do not over promise. When receiving the complaint, you
should take ownership of it. If you need to escalate to a more senior staff member, explain to the customer
who will be in contact with them, their name and job role.