About this template

Complaints handled well can turn an unhappy client into a loyal one. Poorly handled complaints become bad reviews. This template gives your team a consistent process to ensure that whoever picks up the phone or faces the client at the desk responds calmly and professionally while not making promises the business can't keep.

When to use it

Use this procedure any time a client expresses dissatisfaction, whether it's in-person, over the phone, or by text message. The earlier this procedure is followed, the better the outcome.

Tips

Listening is the whole first half. Most complaints escalate because the client feels they are not being heard. Slowing down and repeating back what they said does more to defuse the situation than any resolution you could offer.

Apologise for the experience, not the mistake. "I am sorry this was not what you expected" has a touch of empathy while not admitting liability. Teach this phrase to every staff member who speaks to clients.

Log it even when it goes well. Records help us prevent future incidents, and help us improve our procedures over time.