أنشئ حسابًا أو سجّل الدخول للانضمام إلى مجتمعك المهني.
Any customer want to listen from you is that you are sorry about the issue and inconvienience caused otherwise it would be rude and carless attitude towards him/her as they want to feel good as they paid money to buy a product or service.
Assure him you will solve this issue and then get what is exact problem which department can solve it is it technical or admin issue.
Then provide a right solution and also ask if any other help he /she wants and offer same if its yes.
Again apologize and assure better service in future.
Follow8-D steps for better customer complaint handling.
Acknowledge compalint when you recieve it, Validate the complaint.
D0 - Recognizing a problem
D1-Define team
D2-Define problem
D3-Containment actions
D4-Root cause analysis - do it for occurence, escape and systemic causes
D5-CA plan - do it for occurence, escape and systemic causes
D6-Verification of actions implemented
D7-Preventing actions - Learning from the experience of CA implementation - how to deploy in other areas
D8-Congratulate team through recognition, demonstrating their work to larger audience and senior management, assigning them tougher challenges to crack...etc
the8 D is a great way to illustrate how to handle a complaint.
i just wanted to add, if you need a a management system for handling complaint, then i suggest you follow the ISO10002.
You were lucky, because i found a free source to download the standard
http://thuvienkhcn.vinhlong.gov.vn/tailieukhcn/data/TieuChuantoanvan/ISO/ISO_10002_2004.pdf
1.Read the summons and complaint that you were served with carefully. The summons and complaint will tell you how much time you have to file a response.
2.Consult an attorney to determine if the pending lawsuit is too complicated for you to resolve without legal assistance.
3.Research the rules for your area regarding how to respond to a civil complaint if you decide not to retain the assistance of an attorney. Although the format and procedure for answering a legal complaint is similar in most areas, always read the court rules for your jurisdiction prior to drafting any legal document.
