Question: What is the first step in handling customer complaints?
A Thank the customer for their complaint
B Discuss options for fixing the problem
C Record details of the complaint
D Listen to the complaint.
Answer: Listen to the complaint
| Steps in handling customer complaints |
Description |
| Listen to the complaint |
Actively listen to the customer’s concerns and feelings. |
| Thank the customer |
Express gratitude for bringing the issue to your attention. |
| Record details of the complaint |
Document the specifics of the complaint for reference. |
| Get all the facts |
Gather all relevant information and details about the complaint. |
| Discuss options for fixing the problem |
Engage in a conversation to explore potential solutions. |
| Act quickly |
Promptly address the issue to demonstrate commitment to resolution. |
| Keep your promises |
Ensure that any commitments made are honored and fulfilled. |
| Follow up |
After resolution, check back with the customer for feedback and satisfaction. |
