Complaint Handling: Dealing with Customer Irritation or Conflict
A complaint is never easy to listen to but it is always important to remember that the customer is not calling to give the call-receiver a..
Complaint Handling
Dealing with Complaints
It is easy to take the view that some complaints are simply trivial or even false (especially when made by an active or chronic..
Complaint Handling: Listening Attentively to Achieve a Positive Result
Listening to another person (whether or not you are likely to be able to help them) means that you acknowledge that they exist, and that..
Complaint Handling: Negotiating Carefully with the Customer
Much of any negotiation process (whether it is over the telephone or face-to-face) is about determining the value or worth of a particular..
Complaint Handling: Establishing Empathy with a Customer
Empathy is mainly concerned with “walking” with another person into the deeper self – while still maintaining some separateness. It..
