GAP’s Guide to …. Handling Complaints

GAP’s Guide to …. Handling Complaints

How you and your business/colleagues/employees handle complaints can be detrimental to your public image and to your success. Here are 10 top rules to abide by when handling complaints:

  1. The customer SHOULD always be taken seriously
  2. Offer Knowledgeable help and support
  3. Handle complaints with friendliness and basic courtesies
  4. Try and anticipate their needs
  5. Keep the customers informed throughout the complaints handling process
  6. Offer explanations in their terms
  7. Provide dedicated attention. Avoid simply passing them around
  8. Ensure the customer is listened to (and heard)
  9. Provide empathy
  10. Provide respect and honesty