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Handling Customer Complaints

It may be quite daunting for some customer service reps to deal with customer related queries and complaints, however there are very basic steps a customer service officer can follow which will ensure the customer is being treated fairly.

When a customer is dissatisfied with a service or product, the following steps should be taken in handling the matter quickly and professionally.

  1. Always start with a smile: Having a friendly disposition when dealing with customers will put them at ease and make it much easier for them to communicate.
  2. Take Ownership: Even though you were not the first point of contact when the customer originally purchased the product, you have to take ownership of the complaint and assure the customer, the issue will be resolve effectively
  3. Document: Always document the trail of events that led to the complaint as explained by the customer.
  4. Investigate: Ensure that the complaint is investigated using evidence you have collated from the customer and feedback from your team.
  5. Redress: If it is ascertained that the complaint is genuine, the customer should be redressed. This can be through a financial compensation, offering a replacement product or even a sincere apology. Following these simple steps will make sure your customer is once again happy with your service!

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