Sometimes the complaints received are minor and can be handled directly by the employee with a direct follow-up. All serious complaints need to be escalated immediately to the respective manager on duty and Operations Manager. Customer complaints need to be resolved within 24 hours. However, in exceptional cases, it may be possible to take longer, and the customer needs to be informed of the delay. All customer complaints need to be recorded and reported to the Operations Manager in an incident report.
Complaint handling technique:
It is important to know how to deal with a customer complaint and to find out what has gone wrong, ensuring that the same error will not be repeated.
When dealing with customer complaints, please use the following steps:
H – Hear the customer (listen attentively) E – Empathise A – Apologise R – Resolve T – Thank the customer (for bringing the issue to our attention)
14/04/2023
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