Complaint Characteristics

• Customer expresses dissatisfaction with service or experience
• Customer has suffered inconvenience or loss
• Customer expects resolution or compensation
• Customer's tone is frustrated, angry, or disappointed
• Issue caused by company error or service failure

Inquiry Characteristics

• Customer asking questions or seeking information
• No dissatisfaction expressed
• Routine service request
• Neutral or positive tone

Active Listening Techniques

• Let customer speak without interruption
• Use verbal acknowledgments ("I understand", "I see", "That must be frustrating")
• Take detailed notes
• Don't defend or make excuses
• Show genuine empathy

Acknowledgment Phrases

• "I completely understand why you're upset."
• "I can see how frustrating this must be for you."
• "You have every right to be disappointed with this experience."
• "I apologize for the inconvenience this has caused you."
• "Thank you for bringing this to our attention."

Effective Apology Components

1. Acknowledge the issue specifically
2. Express sincere regret
3. Take ownership (even if not your personal fault)
4. Avoid making excuses

Apology Examples

Good Apology:

"I sincerely apologize that your internet has been down for two days and that you've had to call multiple times without getting this resolved. That's completely unacceptable, and I'm going to personally make sure we fix this for you today."

Poor Apology:

"I'm sorry you feel that way, but our system shows we sent a technician. Maybe you weren't home?" (Defensive, not taking ownership)

What NOT to Say

• "I'm sorry you feel that way" (invalidates their feelings)
• "That's our policy" (without offering solution)
• "It's not my fault" (customer doesn't care whose fault it is)
• "Calm down" (makes customer more upset)
• "That's not my department" (without helping)

Key Questions to Ask

• "Can you tell me exactly what happened and when?"
• "What have you already tried or been told?"
• "How has this impacted you?" (understand severity)
• "What would be a satisfactory resolution for you?"

Information to Gather

• Timeline of events
• Previous contact history (check notes)
• Promises made by other agents
• Evidence or reference numbers
• Extent of impact on customer
• Root cause of the issue

Review Account History

1. Check recent interaction notes
2. Review service tickets
3. Check for patterns (recurring issue?)
4. Identify any service credits already given
5. Note customer's tenure and value

Solution Framework

1. Fix the underlying issue (if not already resolved)
2. Compensate for inconvenience (if appropriate)
3. Prevent recurrence
4. Restore customer confidence

Presenting Solutions

Use this structure:

1. Explain what you're going to do to fix the issue
2. Explain compensation or goodwill gesture (if applicable)
3. Set clear timeline and expectations
4. Confirm customer accepts the solution

Example:

"Here's what I'm going to do for you. First, I've escalated your technical issue to our senior team and scheduled a priority technician visit for tomorrow morning between 9-11am. Second, I'm applying a full month's credit to your account for the inconvenience - that's $79. And third, I'm personally going to follow up with you tomorrow afternoon to make sure everything is working. Does this address your concerns?"

When Customer's Request is Unreasonable

• Acknowledge what you CAN do, not what you can't
• Offer alternatives
• Explain constraints without using "policy" as excuse
• Escalate if needed

Example:

"I understand you'd like a full refund for the year. While I can't provide that for a one-day service outage, what I can do is credit you for the days affected plus an additional month as a goodwill gesture. That's approximately $110. I can also ensure you have priority support for the next 6 months. Would that work for you?"

Confirming Resolution

1. Summarize what you've agreed to do
2. Provide reference numbers and timeline
3. Set expectations for next steps
4. Confirm customer is satisfied with resolution
5. Thank customer for patience and feedback

Follow-Up Actions

• Document everything in detailed notes
• Set reminder for follow-up call/email
• Monitor resolution progress
• Escalate if commitments not met
• Close complaint ticket only after confirmed resolved
• Contact customer to confirm satisfaction

Examples

• Slow internet speeds
• Dropped calls
• Poor network coverage
• Service outages

Resolution Approach

1. Technical troubleshooting first
2. If issue confirmed: Schedule technician or escalate to network team
3. Provide service credit for outage duration
4. Offer temporary solutions (portable hotspot, WiFi calling)
5. Set realistic timeline for permanent fix

Service Credit Guidelines

Examples

• Unexpected charges
• Incorrect billing amount
• Promotional pricing not applied
• Disputed charges

Resolution Approach

1. Review billing details and explain each charge
2. Verify if promotional pricing should have been applied
3. If error confirmed: Correct immediately and credit back to customer
4. If customer misunderstood: Educate politely, offer goodwill credit if appropriate
5. Adjust future billing if needed
6. Provide itemized explanation

Examples

• Rude staff behavior
• Long wait times
• Multiple transfers
• Promises not kept by previous agent
• Incorrect information provided

Resolution Approach

1. Apologize for poor experience
2. Don't defend the other agent
3. Take ownership and solve the original issue
4. Escalate staff behavior complaint to supervisor
5. Offer goodwill credit ($10-$50 depending on severity)
6. Ensure customer gets proper resolution this time

Examples

• Defective device
• Device not as described
• Delivery delays
• Wrong device/accessories

Resolution Approach

1. Verify issue and device warranty status
2. If defective within warranty: Replace immediately
3. If delivery delayed: Expedite shipping and waive fees
4. If wrong device: Arrange exchange with prepaid return label
5. If customer wants to cancel: Process within cooling-off period
6. Compensate with accessory or service credit if appropriate

Examples

• Technician no-show
• Poor installation quality
• Activation delays
• Number porting issues

Resolution Approach

1. Verify appointment/activation status
2. If technician missed: Reschedule priority appointment (within 24 hours)
3. Waive installation fee
4. If port delayed: Expedite with carrier team
5. Provide temporary number/service if needed
6. Credit first month if significant delays

Do's

• Stay calm and professional
• Lower your voice (they will often mirror you)
• Use their name
• Acknowledge their feelings
• Focus on solution
• Set boundaries if needed ("I want to help, but I need you to speak to me respectfully")

Don'ts

• Take it personally
• Match their tone or volume
• Use defensive language
• Tell them to calm down
• Argue or debate
• Make promises you can't keep

Examples

• "I want 6 months free service for one day outage"
• "Cancel my contract with no penalty even though I'm 6 months in"
• "Give me the latest phone for free"

Response Strategy

1. Acknowledge what they want
2. Explain what you CAN offer
3. Frame it as fair and generous
4. If they insist: Escalate to supervisor

Example:

"I understand you're asking for 6 months free, and I wish I could do that. What I can offer is a full month's credit plus priority support for the next 3 months. That's our maximum goodwill gesture for this type of situation, and I think it's fair compensation. Would you like me to apply that to your account?"

Identification

• Multiple complaints per month
• Pattern of requesting credits
• Complaints about different issues each time
• Similar issues that technical team cannot replicate

Management Approach

1. Handle each complaint on its merits
2. Document pattern in customer notes
3. Flag account for supervisor review
4. Reduce goodwill credits over time
5. May require higher approval for future credits
6. Consider whether customer is a good fit for service

When Customer Asks for Supervisor

1. Don't take it personally
2. Ask what they hope supervisor can do differently
3. Try to resolve without escalation if possible
4. If customer insists: Transfer professionally
5. Brief supervisor on situation before transfer
6. Stay on line during transfer if possible

Before Escalating

Ask: "I'd be happy to connect you with my supervisor. Before I do, can I ask what you're hoping they can help you with? I want to make sure I haven't missed anything I can do for you."

Customer Says:

• "I'm going to report you to [regulatory authority]"
• "I'm going to file an official complaint"
• "My lawyer will be in touch"
• "I'm calling the consumer protection agency"

Response

1. Don't panic or become defensive
2. Acknowledge their right to file complaint
3. Try to resolve issue to avoid need for complaint
4. If they still want to file: Provide complaint procedure information
5. Immediately notify supervisor
6. Document in detail
7. Escalate to legal/compliance team

Script:

"I understand you want to file a formal complaint, and that's certainly your right. Before you do that, I'd really like to try to resolve this for you. Can we discuss what would be a satisfactory resolution? If you still want to proceed with a formal complaint, I can provide you with the information for our complaints procedure and the relevant regulatory authority."

Key Elements of Effective Recovery

• Speed - Resolve quickly
• Ownership - Take personal responsibility
• Empathy - Show genuine care
• Fair compensation - Make it right
• Follow through - Do what you promise
• Learn - Prevent recurrence