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4 Things to do to handle an Unexpected Customer Complaint to Perfection


Customer Service

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Unit Video

Unit Summary

An unexpected customer complaint in customer service happens when one has encountered a specific product problem for the first time or a service issue that has never appeared to one before.
We suggest your strategy to follow these 4 steps when dealing with an unexpected complaint:
  • The person to-go-to or forward the problem to.
  • The part of the information that you will forward to that selected person above.
  • The communication method that will be used to pass the information.
  • The rate at which the problem should be adhered depending on its magnitude.
 

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Build Your Action Plan

Hi. In this video you will learn the 4 steps that you can follow as a customer service employee when an unexpected customer complaint is encountered.
An unexpected customer complaint in customer service happens when one has encountered a specific product problem for the first time or a service issue that has never appeared to one before. Surprises are bound to happen in any business. Part of good customer service skills is to be able to handle such circumstances efficiently and promptly in order to keep your customers satisfied and happy.
Have a time-efficient strategy. We suggest your strategy to follow these 4 steps when dealing with an unexpected complaint:
  • The person to-go-to or forward the problem to. We suggest pre-planning your hierarchy of chosen employees according to the magnitude of the problem.
  • The part of the information that you will forward to that selected person above. Be clear and definite on what the problem is so as not to waste time.
  • The communication method that will be used to pass the information. Emails, chats, phone or face-to-face. The communication method will be chosen depending on the size of the problem. The bigger the problem the more contact will be involved between customer service and client.
  • The rate at which the problem should be adhered depending on its magnitude. More immediate action to be taken the bigger the problem is.
Learning and applying these steps in the business improves with experience. The more problems encountered the more a customer service team will be able to handle them with good time-management skills.  The customers’ satisfaction is essential to every individual in the organization.
As explained, dealing with unexpected complaints is one of the skills a good customer service team can endure so follow these four steps to resolve your unexpected issues in a smooth, professional manner leading to a WOW performance!