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Guidelines to handling claims and complaints

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formación de personal
customer service
claims and complaints
 Edad recomendada: 16 años
17 veces realizada

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Amalia Iraburu Allegue
Amalia Iraburu Allegue
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Guidelines to handling claims and complaints

Complete the sentences

Amalia Iraburu Allegue
1

customer problem listened

Listening to the . The customer must feel to by the company about his or her .

2

thanking appreciate complaint mistakes

Thanking the customer the . We have to keep in mind that the customer is offering the company the possibility to correct our , so we it by them .

3

apology Apologise

for the mistake . An helps us to calm the customer their discomfort or anger .

4

solve actions customer Guaranteeing

an action to the problem . The company undertakes to take the that are necessary to resolve the incident or problem caused to the .

5

resolution claim informed

Keeping the customer . The person in charge of the must inform the client about the evolution of the of the problem .

6

solve possible angry

Solving the mistake as soon as . You have to the problem quickly not to get the customer .

7

relevant information complaint Getting

the necessary . Ask the client for information about the .

8

complaint satisfaction survey Guessing

the customer´s level of . After resolving a or claim , send to the customer a to find out their level of satisfaction .

9

carry again claims

Avoiding future mistakes . It is necessary to out an analysis of complaints and so that they do not occur .

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