The document provides training materials on handling customer complaints, focusing on understanding the reasons behind complaints and what customers want. It outlines a 7-step approach for effective complaint resolution, along with practical tips for ensuring customers feel valued and heard. Additionally, it emphasizes the importance of follow-through and maintaining communication to resolve issues successfully.

1. Handle Complaints
Http://www.power-hour.co.uk – Bite Size Training Materials
Handle Complaints

2. Handle Complaints
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
By the end of the Power Hour you will be able to:
• Describe why people complain, and what they want
when they complain
• Use a 7-step approach to handling complaints to
bring about a positive result
• Suggest practical things that you can
do to follow-up complaints and make
sure that they don’t escalate

3. Handle Complaints
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
Why People Complain
Sources of
Complaint
Disappointed
with the
product/
service
Bad
attitude
Passing the
buck
Blaming the
customer
Broken
promises

4. Handle Complaints
Http://www.power-hour.co.uk – Bite Size Training MaterialsTrain the Trainer Oct 2011
Triggers and Escalators
Triggers tend to be factual
things that cannot be
denied. A product didn’t
work, a service engineer
did not honour their
appointment and so on.
They are often outside of
our direct control.
Escalators tend to be
emotional things that
relate to attitude and
behaviour, and how the
customer feels they are
being treated. They are
usually completely within
out direct control

5. Handle Complaints
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
What Customers Want
1. To be taken seriously 10. Knowledgeable help
2. Competent, efficient service 11. Friendliness
3. Anticipation of their needs 12. To be kept informed
4. Explanations in their terms 13. Follow-through
5. Basic courtesies 14. Honesty
6. To be informed of the options 15. Feedback
7. Not to be passed around 16. Professional service
8. To be listened to (and heard) 17. Empathy
9. Dedicated attention 18. Respect

6. Handle Complaints
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
A 7-Step Approach
Listen Apologise Summarise Ask Reassure
Take
Ownership
Keep
Talking

7. Handle Complaints
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
Quick Wins for Handling Complaints
• Smile. A genuine smile. Nothing helps people to connect people more
quickly or more easily.
• Establish eye contact. Looking at someone one shows the customer that
they have your full attention.
• Don’t invade personal space or touch someone suddenly. It can feel
uncomfortable, and remember, different cultures have different standards.
• Make time to deal with the customer. Give them your undivided attention.
Move to a more private area if it is appropriate and possible.
• Empathise. Showing you care doesn’t mean you agree, just that you
understand the other point of view.
• Match body language and speech. People prefer to deal with people they
trust - so the more someone can relax with you, the more likely they are
to work with you.

8. Handle Complaints
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
Quick Wins for Handling Complaints
• Deal with the person, before you attempt to deal with the problem. Let
the customer ‘blow off steam’, before you try to solve the problem.
• Make the other person feel important. We all need to feel valued, and this
is key to getting people on your side.
• Be positive. Focus on what you CAN do, rather than what you can’t do. If
you can’t authorise a refund, saying this will not help the customer. Saying
that you can speak to your supervisor about authorising a refund is much
more positive.
• Never blame the process. The customer doesn’t care about your system,
process or procedure. Never blame poor service on the process – it will
only make matters worse.

9. Handle Complaints
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
Follow-Through
• Never fob the customer off with excuses.
• Be realistic about what can be achieved and when.
• Under promise and over deliver.
• Focus on what you can do personally.
• Make specific requests of your colleagues when
investigating matters, and give them timescales
• Chase up requests, and keep asking questions until you
get a response that is helpful
• Don’t make assumptions about what is/is not possible.
• Focus on resolving the problem.
• Maintain regular contact with the customer.

10. Handle Complaints
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
Make it Work at Work
What are you going
to DO as a result of
this Power Hour
Session?

11. Handle Complaints
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
These slides have been produced as an optional
resource to support a Bite-Size Training session on this
subject.
A full set of materials, including detailed Session
Leader’s Guide, Delegate Workbook and supporting
activities can be purchased from our Training Shop
Our Training materials are licence-free, but are for use
by the purchaser only.
They CANNOT be passed or sold on.