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. |