25 Reproducible Activities for Customer Service Excellence

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Handout 19.3

Customer Complaint Resolution Process

Step 1 Listen to the customer’s complaint.

You can never even begin to understand what the problem might be if you

don’t listen carefully to what the customer has to say.

Step 2 Accept that the complaint is real, at least to the customer.

Don’t prejudge or dismiss the complaint as not being valid or accurate if it

is important enough for the customer to tell you about it.

Step 3 Understand as many of the causes and ramifications about the

problem as possible.

Problems are typically more complicated than they first appear. Better

understanding of the “ripple effects” of a complaint can make them easier

to understand and help resolve the problem.

Step 4 Take short-term, ...