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Complaint Rebuttals

Rebuttals pertain to effective responses in handling difficult irate customers who are complaining. Complaints are common because are reflections of problems and imperfection. Two of the principal things that Call center agents should possess are patience and understanding in dealing with customers. Complaints are acceptable and they are part of the job. In fact, handling complaints is one of the major functions of customer service. So how should agents handle and refute complaints.

To appease a complaining customer, the first thing to do is to acknowledge their anger and apologize for the inconvenience it caused them. Saying sorry will make a whole lot of difference in facilitating an effective and objective conversation. An apology early at the onset is a key strategy to manage the call.

Reassuring the customer of addressing the issue will also help alleviate his or her fury. In doing this, an agent must have complete control of the situation. One should act and not react of what the customer is saying. The apologies should be backed up by an acceptable explanation why a problem arises, without necessarily discussing or revealing the weakness or flaw of the company.

Once the issue or problem had been appropriately identified and established, the agent should then act proactively in addressing or resolving the issue. This can be done by being transparent in explaining what you are going to do. Make sure that what you promise is delivered. If necessary, one can make a return call to the customer to update what has happened. For instance, if company policy allows, the agent should call the customer for feedback. In most cases, customers want to get a personal assistance to feel prioritized and valued by the company. At this point, one can be assured of a happy and contented customer.

Agents should treat a complaint as an opportunity for business to learn and grow. A complaint could be a problem that has been missed by the company, which can be addressed by proper policy. Thus, agents should take feedback or complaints as opportunities for improvement. This entails the agent to raise the issue to higher authorities for proper addressing so that repeat complaints of the same nature will be prevented. As such, the agent should show that they value the complaint of the customer as it will help them improve their services or products.

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2 thoughts on “Complaint Rebuttals

  • January 15, 2015 at 2:19 am
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    Ako po ay si Nerben Mercadero ganito po ang nangyari sa akin regarding my company Admerex Solutions Inc.nag render po ako nag resignation hnd po tinangap ni yoko katigbak bagkos dinala niya ako sa HR mali daw ang resignation ko tpos pinunit pa sa harap ng HR name Albert wla po ako nagawa tpos na yong usapan sa HR nagpaalam ako na kailangan ko pumunta sa doctor tpos pumayag siya tpos kinabukasan hnd na ko pumasok tpos humingi ako ng medical cert.tpos pumasok ako AWOL na daw ako then ang nangyari nakahold pa yong salary ko tpos puro Overtime na lang wla nman bayad minsan 8to 7 tpos minsan 8 to 6 na wla bayad.

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  • May 31, 2014 at 8:03 am
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    Im working at Toribox Cafe in San Juan Metro Manila rehired at the company & there are 3 branches ,more than 15 emlpoyees,& had upcoming open branch in UST,from my previous last month only counted days of dutys are given to their emlpoyee im one of them.more hours in work in a day estimated 10 to eleven hours no pay for overtime one hour breaktime given,no legal holidays,no holidays pay,no benefits given, and no showing of my duty since last 16th of this months although,I im pass my resignation but the effective date is on this coming up June 15 2014,.please,…I want it to give an action comes from your department as a DOLE or NLRC.Especially no copies of contract,no copies of payslip.This establishment is regestired by name Marie Concepcion.but the owner of these are chinese citizen.Thanks..I am waiting for the result.God bless.

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