Speaking about the complaint, it may arise because of the company’s fault, customer’s fault or just misunderstanding. That is why we need to verify the complaint and give a proper response. Remember that we need to restore the relationship with the customer.

The good side of a complaint is the customer willing to share his complaint with us even though he could keep it and tell his colleagues for not buying our product.

Customer may use a phone as a media to deliver his complaint.
Below are the tips and  examples of business phone etiquette to handle the customer’s complaint :

1. Apologize
Although you are not wrong, the customer assumes that you are part of the company dan could give a solution. There is nothing wrong with apologize. You can use it to make customer calm.
For example :
”I do apologize you have been inconvenienced. Could you tell me about what happened so that I can help you find the solution?

2. Give attention
Pay attention to his complaint. If there is still a thing that you don’t understand, you can ask him a question to make it clear.

It is important to make sure that you really understand what he said. Things could be worse if you don’t understand the complaint because you can give inappropriate advice or solution.

You can use baton technique to show your attention:
(1). Repeat what the customer said in different words. It is like making a summary of his complaint.
For example :
Willy   : “I have a problem with my class schedule.  The schedule coincided with new staff training at my office. I sent an e-ticket for 2 times, but there were no responses. Then I tried to contact via phone, but there was no solution yet. Until now I couldn’t join the class because I had to get in the staff  training. I was really disappointed.”
Shasha: “Mr. Willy, if I hear you correctly, you already made contact via e-ticket and phone to ask for the solution of your schedule problem. But until now you didn’t get the solution yet. As a consequence, you missed the class because you have to get in the staff  training. Is that correct?”

(2). Interrupt what customer said by continuing his words.
Do it politely so that he would feel you are really listening to his complaint instead of being interrupted. But don’t interrupt too often because it could make him upset or angry. By this baton technique, you can also control the conversation.
For example :
Willy   : “I got a problem with my class schedule. I contacted you for 2 times by e-ticket but there was no response. Then I contacted via phone, but I still didn’t get any solution. I  couldn’t join the class because its schedule coincides with staff training at my office. I was really disappointed. I had expected to get a solution before the class begins. That is why I tried to contact you earlier. Right now, I had missed 2 meetings of the class. I really couldn’t join the class…”
(you can interrupt from here dan continue his words)
Shasha: “You couldn’t join the class because you had to get in staff training at your office. As a consequence, you missed the class. Am I correct, Mr. Willy?”

3. Show customer that you can help
After you understand his complaint, show him that you can help.
For example :
“I do apologize you have been inconvenienced. Please give me time to help you solve this problem. I will contact you tomorrow at 10.00 am.”
Note :
Be careful when you promise him something. You have to be sure that you can keep the promise. If you fail to keep your promise, he will possibly get more disappointed and turn to your competitor.
Just in case you haven’t got the problem solved, keep your promise to contact him tomorrow at 10.00 am. Tell him carefully why you haven’t got the solution so that he won’t get more upset and can understand the process.

4. Tell customer the solution and explain what you are going to do
Tell customer about the solution and steps that you are going to do. It will be better if the solution consists of some choices. Ask the customer to get involved in choosing the best solution. He will feel respected. But that won’t be a problem if you only have one solution.

Furthermore, it will be better if you ask for his suggestion. You never know that it could inspire you in the next procedure.

For example :
Willy   : “Ms. Shasha, I have 2 choices to solve your problem. First, you can join in the class which begins on 15 February with 15 students. It starts earlier with the regular number of students. Second, you may join in the class which begins on 22 February with 8 students. It starts a week after the previous class, but the number of students is more effective.”
Shasha: “Well, I choose the second one. I think it is more effective and comfortable.”
Willy   : “Ok, Ms. Shasha. Thus, I will…(explain to her what steps you are going to do)

Next, I will share tips to handle angry customer via phone.



Tips and Examples of Business Phone Etiquette-Handling Complaint (1)

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