Types of Complaints
Communication Skills
Service Recovery
100
This type of complaint occurs when a customer is unhappy with how they were treated by a memeber of staff
What is a service complaint?
100
Giving your full attention to a customer while they speak is called this.
What is active listening?
100
Offering a sincere expression of regret demonstrates this
What is an apology?
200
Customers raise this complaint when the item received is defective or poor quality
What is a product complaint?
200
"I understand how upsetting this must be for you" demonstrates this skill
What is empathy?
200
This is the first step in handling a customer complaint
Listening to the customer
300
This complaint focuses on delays or long waiting times.
What is a timeless complaint?
300
Maintaing this during difficult interactions helps prevent escalations
What is a calm and respectful tone?
300
Refunds, replacements, and discounts are examples of this.
Compensation
400
A customer repeatedly contacts the business because their issue remains unresolved.
What is an unresolved complaint?
400
Turn this response into a customer-friendly response
"You'll have to wait".
What is "Thank you for your patience. I'll assits you as qucikly as possible
400
Decode this service recovery process:
Listen, Empathize, Apologize, Resolve, Satisfied Customer
500
This type of complaint occurs when the customer feels company policies are unfair
What is a policy complaint?
500
The most important part of communication is
What is listening?
500
Checking back with a customer after resolving an issue is called this.
Follow up?