Steps for Procedure_Client complaints

How to Deal with Client Complaints

1. Greet the Client. a. “Hello, Susan from BPBrown Advertising Agency”. b.

Ask the caller for name and organisations details



2. Identify the reason for the call. a. “How may I help you” 3. Listen to the Clients Complaint. a. Show empathy and concern. 4. Clarify all the details of the Clients Complaint. a. So that the Client knows that you understand. 5. Resolve the Clients Complaint. a. If you cannot resolve – refer on. 6. Refer the Clients Complaint: a. To the specific Department involved:

i. To resolve the Clients Complaint.



b. To the Complaints Department Manager:

i. For further Action.



c. To the Manager:

i. For Further Action.



7. Inform the Client: a. How long it will take to resolve the complaint. b. Who will be dealing with the complaint. c. When the Client will be contacted. 8. Apologise for any inconvenience caused. a. Summarise the complaint and action to be taken. b. Say good bye to the Client. 9. Log all the Details of the Clients Complaint. a. For future reference and verification.



Judy Beddoni



Steps for Complaints Procedures