How to Handle Complaints Like a Pro

How to Handle Complaints Like a Pro

Learning Objective

At the end of the lesson, you will be able to understand the steps to correctly handle a complaint.

Introduce the learning objective and explain its importance.

What do you already know about handling a complaint?

Listen Actively

When someone complains, listen actively to their concerns without interrupting them.

Explain the importance of active listening and provide examples.

Apologize Sincerely

Apologize sincerely and acknowledge the customer's feelings.

Explain how to apologize sincerely and the impact it has on the customer.

Identify the Issue

Identify the issue and ask questions to get a clear understanding.

Provide examples of questions that can be asked to identify the issue.

Offer a Solution

Offer a solution that directly addresses the customer's concerns.

Explain how to offer a solution and the importance of addressing the customer's concerns.

Follow Up

Follow up with the customer to ensure their issue was resolved satisfactorily.

Explain the importance of following up and how to do it effectively.

Practice Role Play

Practice handling complaints with a partner through role play.

Explain the importance of practicing and how to effectively role play.

Assessment

Assess your understanding of the steps to correctly handle a complaint.

Provide an assessment activity to determine if the learning objective was met.

Write down 3 things you learned in this lesson.

Have students enter three things they learned in this lesson. With this they can indicate their own learning efficiency of this lesson.

Write down 2 things you want to know more about.

Here, students enter two things they would like to know more about. This not only increases involvement, but also gives them more ownership.

Ask 1 question about something you haven't quite understood yet.

The students indicate here (in question form) with which part of the material they still have difficulty. For the teacher, this not only provides insight into the extent to which the students understand/master the material, but also a good starting point for the next lesson.