You will need to understand that it is important to listen to customers
and to keep calm. You will need to know when to refer a customer to
a more senior member of staff if you are not able to deal with an
enquiry. Most of the time, dealing with customers is a rewarding and interesting
experience. From time to time, however, you may have to deal with
customer complaints. These could be in writing, over the telephone
or face to face. It is important that you know how to deal with these
situations and when and who to ask for help. When dealing with
complaints you should always:
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| Listen carefully to the customer |
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Appologise in general terms for any inconvenience caused |
| Let the customer know that the matter with fully investigated and put right |
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Try to see the problem from the customers point of view |
| Keep calm and not argue with the customer |
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Find a solution to the problem |
| Agree the solution with the customer |
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Make sure that what you promised gets done |
