When dealing with a complaint you should remember the following rules:

• Listen carefully to the customer and note down important information
• Do not interrupt the customer, argue or make excuses
• Be sympathetic and show concern for the customer’s situation
• Try to sort out the problem straight away
• If the problem cannot be solved immediately, promise the customer that the complaint will be investigated
• Follow up on the complaint and take appropriate action
• Make sure that you have all the relevant personal details of the customer so that they can be contacted
• Ensure that the company complaint form is completed correctly
• If you feel that you cannot deal with the complaint contact a manager immediately