The six steps

Six steps to turn a dissatisfied customer in to a satisfied customer
Step 1: Listen

• Listen to the customer - don’t get defensive, argue or deny anything
• Write down all key points
• Clarify key points by asking questions at the end of the customer’s statements
• Try to understand why the customer is upset and control your own behaviour by not fighting back.
• If a customer’s tirade goes on too long, ask ‘may I summarise what I understand to be the problem, then we can try to sort it out, ok?

Step 2: Empathise

• Thank the customer for giving you an opportunity to put things right
• Express empathy with the customer’s situation
• Say something like "that must have been frustrating for you"
• "I can understand why you're angry"
• Reassure the customer that something will be done
• Apologise for the problem
• This all calms the customer down

Step 3: Gather information

• Ask questions to understand the problem from the customer’s position
• Allow the customer to calm down, they may revise their information. Some people exaggerate when they are upset
• Get as much information as possible

Step 4: Involve the customer
Find out what the customer wants:

• Sometimes this may be obvious, sometimes not
• Ask the customer what they want to happen
• Confirm your understanding of what they want

Explain what you can do and take action right away If you cant, follow our advice for referring complaints

Step 5: Action plan

• Discuss alternatives and explain benefits and drawbacks
• Agree on a course of action. Be specific
• Make sure the customer knows who will do what and when
• Make sure the customer knows what they have to do
• Take action immediately and keep your promises

Step 6: Follow up

Follow up the complaint if you can