Complaint Handling: Establishing Empathy with a Customer
Empathy is mainly concerned with “walking” with another person into the deeper self – while still maintaining some separateness. It involves experiencing the feelings of another (in relation to a...
View ArticleComplaint Handling: Negotiating Carefully with the Customer
Much of any negotiation process (whether it is over the telephone or face-to-face) is about determining the value or worth of a particular outcome or deal (especially if there is a complaint...
View ArticleComplaint Handling: Listening Attentively to Achieve a Positive Result
Listening to another person (whether or not you are likely to be able to help them) means that you acknowledge that they exist, and that what they have to say is worth considering. Listening is not...
View ArticleComplaint Handling: Dealing with Customer Irritation or Conflict
A complaint is never easy to listen to but it is always important to remember that the customer is not calling to give the call-receiver a hard time but to get a resolution of some kind. Frustration...
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Dealing with Complaints
It is easy to take the view that some complaints are simply trivial or even false (especially when made by an active or chronic complainer). This can lead to very negative feelings towards the...
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Handling Complaints Systematically
In order to handle complaints in a systematic way, any organization, no matter what its size or type, needs to have an active communication process. The main components of this process should ideally...
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