Range of Complaints
Customer expectations not met:
The customer may feel that he/she did not get what he/she was promised or thought was promised.
Whomever the customer has contracted or who ever has dealt with the customer’s complaint must apologise and accept the blame on behalf of the organisation.
A customer treated badly:
Usually one finds this type of customer will not complain to the offender but rather to another member of staff. Whoever deals with the customer should, first apologise for the offender’s behaviour.
Secondly, be polite, courteous and helpful. The customer will need to be reassured that the offender is not indicative of the company as a whole.
A customer ignored:
Sometimes a customer may have to wait for service. The fact that the customer is still waiting when he/she is eventually attended to, gives the employee handling the situation the opportunity to rectify the poor impression.
To ensuring that the customer is attended to immediately can do this. Whoever handles the situation must apologise for the error, delay and any inconvenience that has been caused, and set about reassuring the customer that the matter will be dealt with.
An initial complaint not dealt with:
If this is the issue, the customer will often take the matter to a supervisor or manager. To avoid this scenario, the employee dealing with this kind of complaint will need to make extra special effort.
He/she will need to show a lot of understanding and concern, but under no circumstances should that employee run down his/her colleagues or complain to the customers about them.