Title: Describe how to receive and handle customer complaints and compliments.
Course: Marketing (12164) > Section: Selling Products and Services

Description should include the proper procedure for handling customers’ requests and questions, as well as understanding management’s role and company policies. Description should include the following steps:

- Listen actively.
- Take the customer aside, when appropriate.
- Repeat.
- Get help, when needed.
- Establish a plan.

Process/Skill Questions:

- Why is it important to understand company policy when handling customer complaints?
- What is management’s role in handling customer complaints?
- Why is it important to listen to the customer? Why should you show empathy for your customers?
- How should a company recognize compliments made by a customer with regard to the business, product, service, and/or staff?