Four tips for dealing with complaints
So verhalten Sie sich professionell, wenn Sie eine Beschwerde entgegennehmen.
1 Listen carefully to what the person has to say, show empathy by saying
Yes, I see/ I understand / I can see why you are unhappy / Yes, something seems to have gone wrong / I’m very sorry to hear that.
2 Repeat the complaint back to the customer to make sure you have got all the details
Can I just check the order number / So the colour is wrong? / And you’re still waiting for the technician?
3 Offer immediate assistance
I’ll look into it straight away / I’ll do my best to find out how we can fix it.
4 Promise to get back to them
I’ll get back to you straight away / Can I reach you at this number all day?