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Dealing With Complaints Over The Phone


Dealing with complaints over the phone isn’t fun. You have no time to think before responding as you’re stuck in a live conversation! Here’s a few tips to help you the next time you’re stuck in an uncomfortable scenario.

Always acknowledge the customers frustration and/or issue by showing appreciation. Thank them for the call or show empathy depending on the situation with an apology.

Before responding to a complaint, clarify and confirm your understanding of the reason for the phone call. There’s nothing worse than responding with an incorrect response to a complaint.

Take responsibility of the call. Show the customer you do care and give them your name, which will give them confidence in you trying your utmost best.

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