Assertiveness

6. Handling Complaints

6.1 Show a customer with a complaint that you have heard and are making the effort to understand the point that is being made.

6.2 Do not be afraid to request clarification - if necessary, more than once.

• Ask 'Can you put that another way?' or 'Have I got this right?'. Follow this with a summary of what you think was said.

6.3 Defuse the situation by acknowledging the other person's point of view.

• If the customer is angry, begin your response with 'I'm sorry you feel our product hasn't met your expectations.' This wording lets you express sympathy with his or her disappointment, without conceding that the product is faulty.

6.4 Never blame your colleagues, the customer or your suppliers.

6.5 Reconstruct, with the customer's help, the steps which led to the complaint. You may find there is more than one factor behind it.

• For example, a service issue, as well as a product problem.