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?