In our Advanced Business English course we look at how to deal with complaints by letter and email. I know that we stress that business correspondence should be concise and clear but it never ceases to amaze me how blunt some students can be. If I had made a complaint (about shoddy goods or poor service) and received a similar letter it certainly wouldn’t make me feel more well-disposed towards the company.
Exactly the same applies to complaints by telephone. We sometimes get people who call us to complain – sometimes we have made a mistake, but often they have misunderstood something. But when I’m training Student Services staff, I always insist that they use the following tips for dealing with complaints:
- Be calm and positive – it will give the customer confidence.
- Give your name and show that you are happy to take responsibility for helping, if only temporarily.
- Listen carefully. Note the complaint and get: the customer’s name, a telephone number, the order/invoice number or letter reference.
- Try to work out a solution. Follow it up, if necessary, after the problem has been solved – this is good PR!
- Sympathise or apologise and promise to call back if you have to look into the matter further.
But don’t do the following:
- Interrupt the caller.
- ‘Pass the buck’ (ie pass on the problem – or the blame – to a colleague). You represent your organisation; so you should deal with the problem.
- Accept responsibility automatically. It may not be your company’s fault.
- Jump to conclusions before getting all the facts. You might be wrong.
- Be condescending, accusing or lose your temper. This will only make things worse.
- Make excuses. They mean nothing to an angry client or customer.
If you follow these guidelines it should make dealing with complaints easier and, if you really get it right, you could turn a bad situation into one where you shine!
Author: Diana Nadin
