Handling Consumer complaint - Basic Communication
Answering the phone
Customer care executive: Hello, Mr. Smith's Office Jame's speaking
Customer: Yes, is this the multiplus company?
Customer care executive: Yes, It is
Customer: May I speak to Mr. Smith?
Customer care executive: I am sorry sir Mr. Smith is busy right now
Customer: Oh, well, is this the sales and marketing department?
Customer care executive: Yes, it is. What is nature of your call?
Customer: I wish to make a complaint
Customer care executive: Ok Sir, You can tell your complaint
Customer: Will you pass it on to Mr. Smith for me?
Customer care executive: Yes, Sir, I will pass it on to him
Holding on the phone
Customer care executive: Could you just on the line a moment whilst I get my pen and paper ready?
Customer: Certainly, no problem
Customer care executive: Ok, I am ready now, Could I have your name, please?
Customer: My name is Edward Brown B-R-O-W-N
Customer care executive: And what is your company name?
Customer: I am calling from the Brown sugar company
Customer care executive: Have you been using our products for a long time?
Customer: Yes, I have, I have been a customer for 5 years now
Receiving a complaint
Customer care executive: Could you tell me what is the problem?
Customer: Recently, the person has been damaged packaging
Customer care executive: Could you be more specific, please
Customer: Yes, when you sent me the products, the packaging around it is damaged
Customer care executive: Is there also damaged inside?
Customer: Yes, it is, sometimes
Customer care executive: Is this the first time you have called to a complaint?Customer: Yes, it is
Customer care executive: Are there any other problems?
Customer: Yes, occasionally the delivery arrives a day late
Apologizing
Customer care executive: Thank you for alerting us to these problems
Customer: Well I hope you can fix them for me
Customer care executive: Yes, I am very sorry to hear that you have had these difficulties
Customer: That's ok but I expect to see an improvement soon
Customer care executive: Yes, sir, I will pass all your complaints straight away
Customer: Ok Thank you Good Bye
I think it is an effective way to handle a consumer complaint, but if consumer still dissatisfied with companies customer care services then they can file consumer complaint at Voxya, consumer complaints forum online.
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