The Handling Complaints Skills Facilitator Guide is a collection of step-by-step instructions for teaching 21 employment skills activities (350 minutes) to groups of youth and adults.
How businesses handle their customer complaints affects their reputation and profits. According to the United States Office of Consumer Affairs, a dissatisfied customer will tell at least nine other people about his or her bad experience. Losing one customer may be a loss of hundreds or thousands of dollars a year. A customer whose complaint is resolved satisfactorily will recommend the business to an average of 15 other people. It pays to satisfy customers. Activity Titles
- Customer Wants and Don’t Wants
- Blaming Others
- Listen Intently
- Don’t Interrupt
- Ask, Then Listen
- Telling the Customer Too Much
- Irritating or Calming?
- Spoiling for a Fight
- Don’t Accuse the Customer
- May I Help You?
- Words to Avoid
- Okay?
- Empathize, Calm, Make Restitution
- Give the Customer a Choice
- Escalation
- Upset Customers
- Abusive Customers
- Dress Rehearsal
- Stay Emotionally Detached
- Non-Complainers
- When to Refuse Service