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Complaint Handling


Although no-one likes receiving a complaint, they present you with an opportunity to identify and rectify specific problems with your current system or product.  They can also help to develop your relationship with your customer by allowing you to demonstrate that you value their opinion by taking their concern seriously and dealing with their complaint.


  • Develop a strategic plan

  • Train your staff and management in complaint handling

  • Give complaining enough priority and authority

  • Ensure that you can process complaints from all sources

  • Set up a process to log and anaylse all complaints and share

  • LEAP - Listen, Empathise, Apologise & Problem-Solve


Give employees confidence to tackle the difficult customers and support in their actions.  Excellent complaint handling isn’t easy and can sometimes be stressful and feel unrewarding. Confirm its importance in providing great customer service.


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