Principles For Handling Complaints Flashcards
0
Q
Complaints Principle 2
A
Be grateful for customer input
1
Q
Complaints Principle 1
A
Actively encourage complaints
2
Q
Complaints Principle 3
A
Respond promptly with sincerity
3
Q
Complaints Principle 4
A
Pay attention to your initial response, as it is a critical factor in handling customer complaints
4
Q
Complaints Principle 5
A
Always report complaints
5
Q
Complaints Principle 6
A
Always let the customer completely speak his/her mind. Never argue.
6
Q
Complaints Principle 7
A
Appreciate the customer’s concern
7
Q
Complaints Principle #8
A
Accept returns and exchanges with a smile so customers do not feel uncomfortable
8
Q
Complaints Principle #9
A
Do not make excuses or try to hide mistakes
9
Q
Complaints Principle 10
A
Do not make careless errors
