complaint-handling

# Handling a complaint A complaint is a regulated event from the moment it is expressed, whether or not the word is used. ## Recognise one Any expression of dissatisfaction about a product or service, including in passing and including when the customer says "I'm not complaining, but". Log it. ## Acknowledge properly Acknowledge the specific thing they are unhappy about, in their words. A generic acknowledgement reads as a form letter and escalates the complaint by itself. State the timescale that applies and who now owns it. ## Classify Root cause · product · whether it alleges financial loss · whether it alleges distress · whether it is a repeat from the same customer. ## Escalate immediately Vulnerability indicators, an allegation of fraud or discrimination, a threat of publicity or legal action, or a repeat complaint on the same issue. ## Never Defend, explain why the customer is mistaken, offer redress, or apologise in terms that admit liability. Say what will happen and by when.