Dealing with Customers and Complaints

Goal Stay calm and professional when a customer is unhappy.

THE LAST METHOD

L - Listen without interrupting.
A - Apologise for the experience: "I'm sorry this happened."
S - Solve, or say what you will do: "Let me check that for you."
T - Thank them: "Thanks for letting us know."

USEFUL PHRASES

I understand why you're frustrated.
Let me see what I can do.
I'll need to check with my manager, but I'll get back to you by 3 pm.
Is there anything else I can help with?

AVOID

"That's not my job." -> "Let me find the right person for you."
"Calm down." -> "I can see this is really frustrating."
"I don't know." -> "I'm not sure, but I'll find out."

DIALOGUE

Customer I booked a pick-up for 6 and nobody came!

Staff I'm really sorry about that. Can I get your booking name?

Customer Patel.

Staff Thanks, Mr Patel. I can see the booking. The next bus is leaving in 15 minutes -- I'll put you on it and let the driver know. Thanks for your patience.

PRACTICE

A customer says: "My order is a week late and nobody has called me." Write a
reply using the LAST method.

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