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Question 1 of 9
It’s important that customers understand that their complaints were registered, addressed, and whether more information is needed for follow-through.
Question 2 of 9
There will never be times when a customer will complain to you and you know that it is either out of your area of responsibility, or you simply cannot do whatever is necessary to rectify the situation.
Question 3 of 9
When you are preparing to enable contact between the customer and the person who is to take over the complaint, take a minute to prepare for the meeting.
Question 4 of 9
Once you have handed the customer over to another, your job is finished.
Question 5 of 9
Certain allegations, because of their nature or seriousness, will need to be immediately escalated to the Executive Managers.
Question 6 of 9
If you refer too high, you could be wasting the time of a senior person.
Question 7 of 9
It is also about knowing that you are supported by your organisation in trying to get complaining customers out of the business fast!
Question 8 of 9
Only major complaints need to be documented, tracked, and explained.
Question 9 of 9
Remember to ask for permission before making a referral.