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Dealing with complaints:
top ten tips

 

 


 

  1. Keep it simple - avoid long forms.

  2. Use the phone more - don't automatically send a letter.

  3. Find out straight away what the person complaining wants you to do about the problem.

  4. For less serious complaints, a quick apology is better than a long letter.

  5. Give personal and specific replies - a standard reply will only make things worse.

  6. Follow the 'mother principle' - treat people as you'd like your mother to be treated.

  7. Don't pass the buck. If you do need to refer a complaint to someone else, make sure you give the customer full details.

  8. Be clear what remedies you can offer.

  9. Let your customers know about improvements made as a result of their complaints.

  10. And remember - more complaints can be good news! It shows that your customers trust you to take them seriously.

 

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